Technical Support
1 month ago
ABOUT THE COMPANY
We are a global team dedicated to the belief that brilliance is evenly distributed. We are problem solvers, team builders, techies (and non-techies) who work together across borders to power today’s engineering teams and invest in tomorrow’s leaders. We bridge the divide between the U.S. and African tech sectors, and we couldn’t do it without amazing talent.
JOB SUMMARY
More and more companies are using our Enterprise, so the support team is growing. When our customers have problems, they contact us and it is our goal to help them as quickly and awesomely as possible. We're looking for Support Engineers to support our Enterprise product installed and managed in the customer's virtualization environment.Support handles a wide variety of inquiries via email involvoing Linux servers, source code, our API, our pages,our workflows, and Actions. Many tickets are opened by internal system administrators, and include investigating load or networking issues, debugging application errors, and discussing feature requests. Support also works closely with the engineering team to track down bugs and improve our documentation.QualificationsTechnical support experience (4+ years)General understanding of how modern web applications workPrior experience providing technical support for enterprise customersExcellent problem solving skillsExperience using the command lineExperience interacting with APIs and troubleshooting related requestsUnderstanding client and server architecture for websites and web applicationsFamiliarity with some flavor of production-level virtualization platform and/or cloud provider (e.g., VMware ESX, KVM, AWS, Azure).Previous experience performing Linux system administration and working experience with common tools like Docker, systemd, openssl, etc...Experience troubleshooting using stack traces and log filesEnthusiasm for working directly with customers, and building a deep understanding of what makes their tools workExceptional verbal and written organizational, presentation, and communication skillsBonus points if you have...Worked closely with large complex customer accountsPrior experience with GitHub Enterprise Server or Enterprise cloud instancesFamiliarity with Git and GitHubPrior experience with helpdesk tooling such as ZendeskAbility to look through and understand code (Ruby / Bash / Go)Familiarity with Ruby on RailsPrevious experience as a Linux System AdministratorPrevious experience providing on-site consulting or professional services
RESPONSIBILITIES
Solve complex customer support tickets via email often involving Linux servers, source code, and web application troubleshootingEffectively communicate technical information to customers and engineering groupsWork proactively with customers on activities such as coordinating upgrades, communicating upcoming features, and ensuring their installation is running smoothlyIdentify bugs and improvements in our codebaseYou're expected to work during the normal working hours of your timezone
REQUIRED SKILLS
System administration, Computer, laptop maintenance and repair, IT support, Troubleshooting
REQUIRED EDUCATION
Bachelor's degree
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