Support Engineer - Unified Team

This is a 100% remote role, open to candidates based in LATAM due to shift requirements.

CloudLinux is a global remote-first company. We are driven by our principles: Do the right thing, employees first, we are remote first, and  we deliver high volume, low-cost Linux infrastructure and security products that help companies to increase the efficiency of their operations. Every person on our team supports each other and does what we can to ensure everyone is successful. We are truly a great place to work.

For more details about our company go to CloudLinux.

We’re looking for a Support Engineer to join our Global Customer Experience Team. As the first point of contact for incoming customer tickets, this role is essential in delivering a smooth and effective support experience from the very beginning—regardless of the product line. The Support Engineer is responsible for collecting relevant information, investigating potential solutions through documentation and known issue databases, and working toward a quick resolution. When a resolution isn’t possible due to SLA constraints or scope, the issue is escalated to a higher support level. Representing the Global Services organization, the Support Engineer acts as the face of the company, making a strong first impression by providing a seamless and empathetic customer experience. This role requires a combination of technical expertise, excellent listening and communication skills, and a genuine customer-first approach. Support Engineers are expected to be well-versed in internal policies and procedures, as well as both internal and external technical documentation. They are also encouraged to contribute to and help maintain the knowledge base to continuously improve team efficiency and customer satisfaction.

For more details about our company and products go to CloudLinux.

As our Support Engineer, you will be responsible for:

• Deliver world-class technical support to our global clientele, ensuring customer satisfaction and loyalty.
• Utilize your extensive Linux expertise to analyze, troubleshoot, and resolve a variety of technical issues.
• Collaborate closely with our development team for bug-fixing, troubleshooting, and issue tracking.
• Directly engage with customers to ensure their happiness with our products and services.
• Contribute to product development by sharing insights gained from customers' issues and use cases.
• Create and contribute to Knowledge Base articles to aid in problem resolution.

To be successful in this role you should have:

• A technical, passionate problem-solver with a customer-centric mindset.
• Strong familiarity with Linux, as you'll be supporting the world’s premier web-hosting Linux-based operating system and other leading Linux products.
• Experience with popular control panels and security solutions: cPanel, DirectAdmin, Plesk, etc
• Organized, resourceful, and responsive, with the ability to work effectively in a remote setting.
• Flexibility to work shifts and provide support on a 24/7/365 basis.

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.

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