Support Engineer - Unified Team CLOS focus (remote-only position)

5 Months ago • All levels • Administrative

Job Summary

Job Description

As a Support Engineer, you will be the first point of contact for our customers, providing technical support and resolving issues related to our Linux-based web hosting products. You will be responsible for gathering information, analyzing issues, providing initial solutions, and escalating complex cases. This role requires strong technical skills, excellent communication abilities, and a customer-centric mindset. You will work closely with developers, troubleshoot bugs, and contribute to our knowledge base documentation. You will also have the opportunity to engage directly with customers, ensuring their satisfaction and positive experience with our products. This is a remote position, offering flexibility and the opportunity to work from anywhere in the world. You must be located in the ACT time zone (ASEAN).
Must have:
  • Technical skills
  • Strong communication
  • Problem-solving
  • Customer-centric
  • Linux knowledge
  • Organized
  • Resourceful
  • Responsive
Perks:
  • Professional development
  • Flexible working hours
  • Paid vacation
  • Unlimited sick leave
  • Medical insurance reimbursement
  • Co-working and gym/sports reimbursement
  • Reward for innovative ideas

Job Details

Description

This is a 100% remote role that can be located anywhere. We are obliged by the job posting sites to denote a country in order to advertise with them.

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 a higher level. 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 technical skills as well as listening/understanding skills and empathy.

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

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

What you will do:

  • Give world-class technical support to worldwide customers.
  • Use your Linux skills to analyze and solve different technical issues.
  • 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.

Requirements

You are:

  • Located in the ACT time zone (ASEAN). This is a MUST.
  • Technical, a passionate problem-solver with a customer-centric mindset.
  • Feel 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.

Benefits

What's in it for you?

  • A focus on professional development;
    • Interesting and challenging projects
  • Flexible working hours
  • Paid one month vacation per year and unlimited sick leave
  • Medical insurance reimbursement
  • Co-working and gym/sports reimbursement
  • The opportunity to receive a reward for the most innovative idea that the company can patent.

By applying for this position, you agree with Cloudlinux Privacy Policy and give us your consent to maintain and process your personal data with this respect. Please read our Privacy Policy for more information.

What's in it for you?

  • A focus on professional development;
  • Interesting and challenging projects
  • Medical insurance reimbursement
  • Co-working and gym/sports reimbursement
  • The opportunity to receive a reward for the most innovative idea that the company can patent

By applying for this position, you consent to the processing of your personal data as described in our Privacy Policy (https://cloudlinux.com/candidate-privacy-notice), which provides detailed information on how we maintain and handle your data.

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About The Company

CloudLinux is on a mission to make Linux secure, stable, and profitable. We have spent more than 500 combined years working on Linux, and are changing how hosting companies and data centers use this technology we love by bringing it to millions of their customers. With more than 500,000 product installations and 4,000 customers, including Liquid Web, 1&1, and Dell, CloudLinux combines in-depth technical knowledge of hosting, kernel development, and open source with unique client care expertise.

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