About the Role
This is a customer-facing technical support role focused on maintaining the reliability and usability of a cloud-commerce platform serving large service providers, distributors, and managed service providers. You will own customer-impacting incidents from initial investigation through resolution, while keeping customers informed throughout the process. The role combines Linux administration, networking, databases, APIs, troubleshooting, and cloud technologies in a technically diverse environment. You will work closely with developers, product teams, and account managers to resolve complex issues and identify root causes. As part of a remote-first and AI-first organization, you will have opportunities to use modern AI tools to improve troubleshooting, automation, and documentation. The role offers meaningful ownership, continuous learning, and the chance to directly improve customer experience at scale.
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Accountabilities
- Own technical support tickets end-to-end, investigating customer-reported incidents, troubleshooting issues, identifying root causes, and delivering effective solutions.
- Provide clear guidance on product functionality, configuration, best practices, and technical processes.
- Diagnose complex issues using Linux administration, system logs, monitoring tools, networking concepts, databases, APIs, and other troubleshooting techniques.
- Manage customer communication and provide timely, accurate updates in accordance with service-level agreements and quality standards.
- Collaborate with developers, product teams, account managers, and other technical stakeholders to resolve issues efficiently and escalate appropriately when required.
- Maintain accurate ticket records, documenting investigation steps, resolutions, and relevant technical information.
- Create and improve technical notes, knowledge-base articles, and troubleshooting documentation to strengthen team knowledge and reduce recurring issues.
- Stay current with the platform, related technologies, support processes, and emerging tools through training and self-directed learning.
- Contribute to operational projects and additional initiatives that improve support effectiveness, customer satisfaction, and team efficiency.
- Explore and apply AI tools where they can improve productivity, automate repetitive work, accelerate troubleshooting, or enhance technical documentation.
Requirements
- Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, with 3+ years of experience in technical or support engineering.
- Strong hands-on experience with Linux system administration, particularly CentOS or RHEL environments.
- Practical networking knowledge, including TCP/IP, IP addressing and subnetting, routing, network configuration, and troubleshooting.
- Experience with relational databases such as PostgreSQL, MySQL, or Oracle, including strong SQL skills for query composition and analysis.
- Ability to interpret system logs and use monitoring and troubleshooting tools to identify and diagnose application or infrastructure issues.
- Familiarity with APIs and integrations, including REST, SOAP, JSON, XML, and XML-RPC, as well as authentication standards such as OAuth and SAML.
- Experience working in web hosting or similar infrastructure environments.
- Strong written and verbal English communication skills, with the ability to explain technical issues clearly to customers and collaborate effectively with distributed teams.
- Strong analytical, problem-solving, prioritization, and incident-management skills, with the ability to work independently in a remote environment.
- Experience with Java, Python, or C++ is a plus.
- Kubernetes experience is an additional advantage.
- A customer-focused mindset and willingness to continuously learn new technologies and improve established support practices.
Benefits
- Remote-first work environment with globally distributed teams.
- Competitive compensation benchmarked against the markets where employees are hired.
- Flexible working arrangements within the core hours required by the team.
- Meaningful ownership of technical work and opportunities to grow into broader responsibilities.
- Professional development and continuous learning opportunities.
- Access to AI tools and encouragement to experiment with practical AI-driven approaches to everyday work.
- Inclusive, collaborative culture built around trust, respect, customer impact, and skills-based career growth.
- Support and reasonable accommodations throughout the hiring and employment process where required.
- Full-time employment with opportunities to contribute to a growing global technology organization.
