Remote Technical Solution Specialist

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeSupport Full time $50,000 - $75,000
Cloud Support Engineer: Provide Technical Solutions with UsJob Title: Cloud Support Engineer

We are looking for a skilled Cloud Support Engineer to join our team. In this role, you will be responsible for providing technical support to customers leveraging our open source products.

The successful candidate will have an affinity for open source development and a passion for technology.

You will work closely with cross-functional teams to identify and resolve complex customer problems related to our portfolio of products.

This is a key position within our company, where you will make a significant impact on the success of our customers.

Key Responsibilities:

  • Investigate issues reported by customers by researching and escalating issues.
  • Work to resolve complex customer problems related to our portfolio of products.
  • Ownership of results: 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.
Requirements:

To be successful in this role, you must possess exceptional academic track records from both high school and university.

Hold an undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path.

A professional written and spoken English with excellent presentation skills is required.

You should also have a 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.).

Additionally, you must have 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.

A solid foundation in programming fundamentals in any language is also essential.

Extensive Customer support experience is crucial:

  • Customer needs are top priority.
  • Communicate professionally, emphatically, clearly and set the right expectations.

What We Offer:

  • Distributed work environment with twice-yearly team sprints in person.
  • Personal learning and development budget of USD 2000 per year.
  • Annual compensation review.
  • Recognition rewards.
  • Annual holiday leave.
  • Maternity and paternity leave.
  • Employee Assistance Programme.
  • Opportunity to travel to new locations to meet colleagues.
  • Priority Pass, and travel upgrades for long haul company events.
About Us:

We are a pioneering tech firm at the forefront of the global move to open source. As the company that publishes 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.

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