Senior Support Engineer

About CloudLinux

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.

Position

We are looking for a Senior Support Engineer (Specialized Support) to handle the most complex escalations within Support. Ideally, nothing should pass Specialized Support unless it is an issue that only other departments can address. As part of Specialized Support, our senior-level Engineers have an opportunity to refine their skill-set around the specific products and services.

As time progresses, Senior Engineers can grow into Lead Sr. Engineers, and later into Technical Account Management, Sales Engineering, or Development roles. The specialized Support staff is to set an example with every customer they handle.

The ideal candidate will be responsible for providing mentorship, training, and support to our junior staff, reducing the overall inflow of tickets and escalations. The creation of the technical documentation, quality oversight, and work with the Support Management and other Departments are essential to the specialized team's success.

"Next issue prevention" and effective escalation management to the Product Development are the critical elements of success. This role consistently interacts with key customers and is required to spot and communicate opportunities or pain points for additional services or solutions that we can provide to our customers.

Excellent English language (written and verbal) proficiency and ongoing growth of technical skills are required.

Your qualification

You are:

• Technical, a passionate problem-solver with a customer-centric mindset
• 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

You will show us:

• A proven track record in technical support
• In-Depth knowledge of Linux-based operating systems and service
• Experience with RPM-based distributions such as CentOS, Red Hat
• Strong analytical, debugging, and problem-solving abilities. You should be comfortable with such debugging tools as strace, perf, etc.
• Excellent written English and we’ll help you improve it
• Basic knowledge of Python to debug CloudLinux components with more efficiency
• Experience with CloudLinux OS (or some of its components), and/or control panels such as cPanel, Plesk, DirectAdmin is a plus

What we offer

• A focus on professional development
  • Training reimbursements
  • Mentor programs
  • Knowledge-Exchange programs
  • 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