Senior Support Engineer

Company Description

Job Description

The senior support engineer uses their excellent problem solving skills to help resolve some of the more complicated problems facing our level 1 support team.

In this role you’ll be granted a high level of autonomy to improve our overall customer experience and support processes while having the ability to work on dedicated strategic projects.

Qualifications

Key responsibilities and expectations :

Issue Triage and Resolution : You will be our second line of support (level 2), triaging and working to resolve a wide range of technical issues as they are escalated.

Working with a high level of autonomy and collaboration to obtain the best possible outcome for our customers and streamlining the overall support resolution process.

Analysis : Helping the team identify hotspots and recurring problems in our systems, processes and ticket queues using data driven methods and gathering empirical evidence to support your findings.

Collaborating with all stakeholders to help reduce toil and improve our overall products and support response times.

• Documentation : Contribute to the creation and maintenance of comprehensive technical documentation, including knowledge-based articles, troubleshooting guides, best practices, and process documentation to help build a self-service culture which can be used by our customers, frontline support agents and engineering teams.
• On-call : Participate in an on-call roster which may include having to work occasional weekends and out of hours .

Requisites

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience or certifications).
• Minimum 3 years experience in a technical support role, technical consulting, software engineering, IT experience, strongly preferred.
• Proficiency in diagnosing and troubleshooting technical issues related to distributed software applications, systems, and networks running on cloud platforms, such as AWS, Kubernetes, Azure and or GCP.
• Experience working with the Linux operating system, supporting production workloads is highly advantageous but not required..
• Experiencing coding in Shell, Javascript and Python. Able to follow code and debug programs, submit bug reports and fix basic bugs.
• Very familiar with software development processes and tooling, continuous delivery, source control tools, git etc.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical audiences.

Ability to prioritize competing escalations while working autonomously and or as part of a collaborative team.

• Customer-focused mindset and advocacy with a strong commitment to problem resolution
• Able to participate in an on-call roster which may include some weekend or after hours work.

Additional Information

All your information will be kept confidential according to EEO guidelines.

The Linux Foundation is capable of hiring globally, and for this posting applicants may apply from : Australia, Austria, Belgium, Brazil, Canada, Czech Republic, Germany, India, Ireland, Italy, Japan, Peru, Philippines, Poland, Spain, Sweden, UK, and USA.