Remote Technical Support Specialist

Há 4 dias

Porto Alegre, Rio Grande do Sul, Brasil beBeeTechnical Tempo inteiro US$120.000 - US$140.000

Work as part of our team to provide technical support for customers using Ubuntu and open source products.

Job Responsibilities
  • Investigate customer issues by researching and escalating problems
  • Resolve complex customer problems related to Canonical's portfolio of products
  • Ensure each support case is handled according to our Service Level Agreement with high customer satisfaction by setting the right expectations and fulfilling commitments
  • Engage directly with customers to resolve their issues through phone, ticketing system, and remote sessions
  • Participate in a regular weekend working rotation
  • Contribute new knowledge base articles and maintain existing ones to ensure shared knowledge and lessons learned are available to customers
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 a compelling narrative about your alternative chosen path
  • Track record of going above-and-beyond expectations to achieve outstanding results
  • Hands-on experience in supporting Linux systems including 3 or more of:
    • Virtualization / Cloud - primarily using KVM or OpenStack
    • Containers - especially with Docker, LXD/LXC, or Kubernetes
    • Storage technologies - block, object and network
    • Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.)
  • Cloud computing expertise in provisioning, monitoring, orchestration, etc.
  • Advanced troubleshooting experience:
    • Linux integration with other environments (authentication/directory services, network file systems, etc.)
    • Ability to navigate effectively stack traces and logs, and advise on next steps
    • Solid understanding of OS and Application level bugs and when to escalate to the correct team
  • Programming fundamentals in any language
  • Extensive Customer support experience is key:
    • Customer needs are top priority
    • Communicate professionally, emphatically, clearly and set the right expectations
  • Ability to travel internationally twice a year for company events up to two weeks long

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission.

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