Linux Technical Support Engineer
5 days ago
What's the scoop?
As a Linux Technical Support Engineer, you will provide timely and effective technical support, troubleshooting issues related to our products and services while ensuring adherence to service level agreements. You will document customer concerns, analyze service metrics, and collaborate with internal teams to optimize solutions and enhance customer satisfaction. This role offers an exciting opportunity to develop your technical expertise in a dynamic, mission-driven environment.
Join the ride and find out why we're the 2024 Philippines' Fastest Growing Offshore Staffing Company and 2023 Great Place to Work Certified
What you'll do
- Provide prompt and effective technical support to customers, assisting with troubleshooting and resolving issues related to our products and services;
- Ensure that customer inquiries and concerns are addressed promptly and in accordance with our service level agreements (SLAs);
- Document customer issues comprehensively in our ticketing system for tracking purposes and to identify opportunities for improvement;
- Monitor and analyze service metrics, thresholds, and key performance indicators to optimize our ticket resolution process;
- Implement and adhere to Technical Support processes, policies, and tools documentation, contributing to their continuous improvement;
- Collaborate closely with our customer success, product, and engineering teams to provide comprehensive solutions to customer needs.
What You Bring
- Bachelor's or Master's degree in a relevant field such as Information Technology or similar
- 4+ years of relevant experience in or a related field
- Experience resolving L1 to L2 tickets
- Experience with ticketing tool Jira Service Management is a nice to have
- Intermediate to strong experience with Linux and the ability to troubleshoot issues within this environment is a must
- Proven ability to create clear, concise and technically accurate reports, documentations and knowledge base articles.
- Customer-focused and results-driven, with a passion for troubleshooting and finding efficient solutions to technical challenges
- Excellent verbal and written communication skills in English, enabling effective customer engagement and communication within the team
- Fast Learner, ability to learn quickly, adapt to new technologies, and work in a dynamic and fast-paced environment;
- Collaborative mindset and willingness to work closely with team members to achieve shared goals.
- Can work independently with minimal supervision
- Some level of network knowledge would be a plus
- Willingness to work in a shifting schedule
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