Senior Support Engineer - Imunify Specialized Team [Remote]

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

Senior Support Engineer is responsible for resolving the most complex escalations within Support. Ideally, nothing should pass Specialized Support unless it is an issue that only other departments can address. 


The specialized Support staff is to set an example with every customer they handle. Some of the most important responsibilities are providing mentorship, training, and support to our junior staff, reducing the overall inflow of tickets and escalations. The creation of the technical documentation, quality oversight, and work with the Support Management and other Departments are essential to the specialized team's success. 


"Next issue prevention" and effective escalation management to the Product Development are the critical elements of success. Imunify360 is an innovative security solution, powered by Artificial Intelligence, for Linux web servers. It is designed specifically for shared and VPS/Dedicated servers. The automated, easy-to-use security solution with the six-layer approach to security delivers comprehensive and complete attack prevention.
More details about the project you can find on our website Imunify360.com


This role consistently interacts with key customers and is required to spot and communicate opportunities or pain points for additional services or solutions that we can provide to our customers. 


Excellent English language (written and verbal) proficiency and ongoing growth of technical skills are required. 


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


You will show us: 


  • A proven track record in technical support
  • In-Depth knowledge of Linux-based operating systems and services
  • Proven experience with web-firewall solutions
  • You know what ModSecurity rules, HTTP protocol are
  • Experience with RPM-based distributions such as CentOS, Red Hat
  • Strong analytical, debugging, and problem-solving abilities. You should be comfortable with such debugging tools as strace, perf, etc.
  • Web security background is a great plus 
  • Must have the ability to multi-task
  • Excellent written English (and we’ll help you improve it)
  • Must be well-spoken, outgoing, organized, detailed-oriented, dependable, and flexible
  • Willingness to work different shifts


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. Our frontline engineers tend to send 50+ replies per day
  • Involve yourself with product development, using your insight of customer’s issues and use cases


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.


If you want to become a part of a friendly team, to work with the latest, leading technologies, be proud of your work, and want to be part of something bigger - we are waiting for you!

 

Let’s make it a win-win for you and CloudLinux. Do not put off until later - apply today and our team will gladly welcome you.


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