The Global Support Services team is searching for a seasoned Level 3/4 technical support engineer with 10+ years of experience to provide advanced technical support for various Linux distributions. This role demands extensive knowledge of Linux environments, particularly CentOS versions 6, 7, and 8, across x86, x64, and ARM architectures. Extensive knowledge of ancillary open source Linux products also desired. The ideal candidate must be adept at managing enterprise-level customers, and possess advanced English-language written and oral skills. This role will require some 24x7 “on-call” support and weekends.
In addition to technical support, the role requires delivery of customer success management (CSM) and technical account management (TAM) services. In this aspect of the position, the successful candidate will be a technical/project management expert and trusted advisor to our hosting and enterprise clients. This includes support for complex infrastructure components and configurations such as storage, virtualization, high availability and networking. You will understand the customer’s infrastructure, internal processes, and business needs, and you will resolve all issues that they may have with our Linux-based products.
You will work closely with other functions within the company, such as sales (including sales engineering and account management), marketing, product management, development and engineering, as well as to facilitate cooperation with other vendors. A major focus of this role is to increase the speed of deployment – potentially by offering to assist with that function – as well as increasing overall customer satisfaction.
Primary job responsibilities:
- Offer expert-level technical support for CentOS and other Linux distributions, addressing complex issues across diverse versions and architectures.
- Evaluate alternative solutions for EOL Linux distributions, guiding clients towards the most suitable replacements.
- Provide scalability guidance for Linux-based systems, ensuring efficient growth and adaptation to increased demands.
- Assist customers in integration and performance optimization
- Serve as the main post-sale technical contact for assigned customers and partners (OEM, resellers)
- Increase “stickiness” of customers (high renewal rates) through expert assistance throughout deployment roll-out; decrease time to start to upsell, with the assisted deployment of purchases with larger enterprise accounts
- Understand the business goals of your customers, and be able to guide them on future adoption
- Maintain an awareness of potential upsell opportunities with each assigned customer, and work with Account Management on such opportunities; develop and document standard process for engaging Account Management
- Learn and understand the unique internal infrastructure of your customers, and how they use the products
- Manage any support emergencies that may occur for your assigned customers, including coordinating all necessary internal resources and communicating regularly with the customer throughout the emergency, and following up with a root cause analysis
- Ensure that assigned customers are able to maximize the value of their products and services
- Remain knowledgeable and up-to-date on all Company offered products and services
- Provide actionable “Voice of the Customer” information through proactive interactions with assigned accounts; including proactive communication with customers who provide positive feedback, in order to “package” this feedback in a way that can be used for marketing/sales purposes
Requirements
To be successful you should have;
- Bachelor's degree in Computer Science, Information Technology, or related field.
- 10+ years of experience in technical support or system architecture, with a strong focus on Linux systems, including Fedora and Debian-based distributions.
- Comprehensive knowledge of Linux environments and architectures (x86, x64, ARM).
- Strong experience with Open-source software.
- Some experience in backporting patches and updates for Linux distributions.
- Experience working with package managers and repositories
- Exceptional problem-solving, analytical, and technical skills.
- Excellent communication and customer service skills, proficient in English for conference calls and emails/documentation; native or fluent level.
- Ability to manage and grow existing enterprise customer relationships by providing an excellent customer experience
- A self-starter with a “can do” attitude, but also a team player willing to go above and beyond standard job responsibilities
- Ability to effectively manage and prioritize your tasks according to their importance and urgency and deal with a large amount of communication
- Detailed oriented and analytical, with strong technical and problem-solving skills
- Share our values, and work in accordance with those values
- Experience supporting the TuxCare, CloudLinux and Imunify product sets a plus
- Flexibility to work in 24X7 on-call support rotations, including weekends.
Benefits
What's in it for you?
- A focus on professional development;
- Interesting and challenging projects
- Flexible working hours
- Paid one month vacation per year and unlimited sick leave
- Medical insurance reimbursement
- Co-working and gym/sports reimbursement
- The opportunity to receive a reward for the most innovative idea that the company can patent
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