Support Expert for Cloud Solutions

1 day ago

Calamba, Calabarzon, Philippines beBeeCloudSupport Full time $120,000 - $150,000
Cloud Support Professional

We are seeking a Cloud Support Professional to build a career with us and deliver exceptional support to our customers leveraging Ubuntu and open source products.

Key Responsibilities
  • Investigate issues reported by customers by researching and escalating issues
  • Work to resolve complex customer problems related to our portfolio of products
  • Ensure that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments
  • Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve their issues
  • Participate in a regular weekend working rotation
  • Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers
  • Understand our development process to be able to set customer expectations correctly on timeline for a fix
Requirements
  • Professional written and spoken English with excellent presentation skills
  • Exceptional academic track record from both high school and university
  • Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path
  • Track record of going above-and-beyond expectations to achieve outstanding results
  • Hands-on and extensive working experience in supporting Linux systems including 3 or more of:
    • Virtualization / Cloud - primarily using KVM or OpenStack
    • Containers - especially with Docker, LXD/LXC, or Kubernetes
    • Storage technologies - block, object and network
    • Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.)
  • Cloud computing expertise in provisioning, monitoring, orchestration, etc.
  • Advanced troubleshooting experience:
    • Linux integration with other environments (authentication/directory services, network file systems, etc.)
    • Ability to navigate effectively stack traces and logs, and advise on next steps
    • Solid understanding of OS and Application level bugs and when to escalate to the correct team
  • Programming fundamentals in any language
  • Extensive Customer support experience is key:
    • Customer needs are top priority
    • Communicate professionally, emphatically, clearly and set the right expectations
  • Ability to travel internationally twice a year for company events up to two weeks long

We offer a distributed work environment with twice-yearly team sprints in person, personal learning and development budget, annual compensation review, recognition rewards, annual holiday leave, maternity and paternity leave, employee assistance program, opportunity to travel to new locations to meet colleagues, Priority Pass, and travel upgrades for long haul company events.

We are a pioneering tech firm at the forefront of the global move to open source. As the publisher of Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining our organization. We expect excellence - in order to succeed, we need to be the best at what we do.

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