This is a 100% remote role that can be located anywhere.
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. 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), 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, 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:
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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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