Middle Customer Support Engineer

TL;DR

Middle Customer Support Engineer: Providing advanced customer support and issue resolution with an accent on Linux administration, cloud services, and monitoring tools. Focus on investigating and resolving incidents, maintaining documentation, and ensuring SLA compliance.

What you will do

• Gather information and investigate customer issues
• Reproduce and resolve service requests, events, and incidents
• Monitor IT systems and adjust monitoring thresholds
• Document resolutions and maintain IT process documentation
• Take ownership of customer requests and escalate as needed under SLAs

Requirements

• Location: Must be based in the Philippines
• 2+ years of relevant experience
• Good understanding of computing concepts, hardware, and terminology
• Linux OS administration experience
• Experience with cloud and virtualization (AWS or Azure)
• Experience with monitoring tools (DataDog, New Relic, Azure monitoring, AWS CloudWatch)
• Basic network fault finding and diagnostics
• Basic database administration
• English: Upper-Intermediate (written and spoken) required

Culture & Benefits

• Close cooperation with customers
• Challenging tasks and competence development
• Ability to influence project technologies
• Team of professionals in a dynamic environment with low bureaucracy