Cloud Technical Support Specialist

Há 6 dias

Curitiba, Paraná, Brasil beBeeSpecialist Tempo inteiro US$90.000 - US$130.000

Build a career with us by working as a Cloud Technical Support Specialist.

About the Role

We are seeking a talented individual to join our team and support customers leveraging Ubuntu and open source products. The role entails investigating technical issues reported by customers, resolving complex problems related to Canonical's portfolio of products, ensuring high customer satisfaction, engaging directly with customers, participating in weekend working rotations, contributing new knowledge base articles, and understanding Ubuntu development processes.

The ideal candidate will possess strong analytical skills, excellent communication abilities, and the capacity to work independently in a fast-paced environment.

Key Responsibilities
  • Investigate technical issues reported by customers by researching and escalating issues.
  • Work to resolve complex customer problems related to Canonical's portfolio of products.
  • Ensure that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction.
  • Engage directly with customers and work collaboratively to resolve their issues.
  • Participate in a regular weekend working rotation.
  • Contribute new knowledge base articles and maintain existing articles.
Requirements
  • Professional written and spoken English with excellent presentation skills.
  • Exceptional academic track record from both high school and university.
  • Undergraduate degree in a technical subject or alternative chosen path.
  • Track record of going above-and-beyond expectations to achieve outstanding results.
  • Hands-on experience in supporting Linux systems, including virtualization/cloud, containers, storage technologies, and networking.
  • Cloud computing expertise in provisioning, monitoring, orchestration, etc.
  • Advanced troubleshooting experience in Linux integration with other environments, stack traces and logs, OS and Application level bugs, and escalation to the correct team.
  • Programming fundamentals in any language.
  • Extensive Customer support experience with customer needs as top priority, professional communication, and setting the right expectations.
What We Offer
  • Distributed work environment with twice-yearly team sprints in person.
  • Personal learning and development budget.
  • Annual compensation review.
  • Recognition rewards.
  • Annual holiday leave.
  • Maternity and paternity leave.
  • Employee Assistance Programme.
  • Opportunity to travel to new locations to meet colleagues.

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