Support Engineer - Unified Team [Remote]

Global Support Services · Remote Work Anywhere, REMOTE
Department Global Support Services
Employment Type Full-Time
Minimum Experience Mid-level

Support Engineer is responsible for the initial handling of tickets and ensuring that customer inquiries/issues regardless of the product line get off to a successful start. The Support Engineer will gather information for a ticket, search for resolution in the documentation, review known error/bugs database, and work for a quick resolution. Where a resolution is not possible (SLA impact or skills lacking), the Support Engineer will escalate the ticket to the correct Specialized Support Team. This role acts as being the face of the company, representing the Global Services organization.


As a result, a Support Engineer is responsible for exhibiting the most positive impactful first engagement with the customer, providing effortless customer experience, and demonstrating strong listening/understanding skills and empathy.


Support Engineers are expected to be well familiar with internal policies and procedures and external and internal technical documentation. Support Engineers are also expected to help manage and contribute to the Help Centre documentation.


More details about the project can be found on our website.


The English language (written and verbal) proficiency and ongoing growth of technical skills are essential.
We do consider only CVs/resumes that were submitted in English. 


What you will do:


  • Give world-class support to worldwide customers
  • Work closely with developers, troubleshooting, bug-fixing, and issue-tracking
  • Engage directly with customers, make sure they’re happy, loving us and our products
  • Involve yourself with product development, using your insight of customer’s issues and use cases
  • Create Knowledge Base articles based on your findings


You are:


  • Technical, a passionate problem-solver with a customer-centric mindset
  •  At home with Linux, because you’ll be supporting the world’s best web hosting Linux-based operating system, and other leading Linux-based products
  • Organized, resourceful and responsive, because you’ll be working remotely, at home, or wherever suits you best
  • Flexible, willing to work shifts or do what’s necessary to help our customers on a 24/7/365 basis


You’ll show us:


  • A proven track record in technical support
  • In-Depth knowledge of Linux-based operating systems and services
  • Experience with RPM-based distributions such as CentOS, Red Hat
  • Strong analytical, debugging, and problem-solving abilities
  • Excellent written English (and we’ll help you improve it)
  • Experience with Shared Hosting platforms and/or control panels, such as cPanel, Plesk, DirectAdmin is a plus


We’ll give you:


  • Great opportunity for professional development within a fast-growing company
  • Interesting and challenging tasks
  • Knowledge-Exchange
  • Remote work with long-term employment on a full-time basis under contract
  • Salary in US dollars
  • Paid vacation, 28 days per year, and sick leaves
  • Medical insurance (according to the company policy)
  • English educational programs (Lingua-Leo online course & Speaking Club);
  • individual coach sessions;
  • ability to study and attend seminars and training according to the request;
  • co-working and gym/sports compensations (according to the company policy);
  • the opportunity to receive a reward for the most innovative idea that the company can patent.


What are you waiting for?


Talk to us and make this a win-win for you and us. We are CloudLinux, and we need you to make the next move. Apply now!


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  • Location
    Remote Work Anywhere, REMOTE
  • Department
    Global Support Services
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level