Role Overview
This is a customer-facing technical support role focused on maintaining the reliability and usability of a cloud-commerce platform serving large service providers, distributors, and managed service providers. You will own customer-impacting incidents from initial investigation through resolution, while keeping customers informed throughout the process. The role combines Linux administration, networking, databases, APIs, troubleshooting, and cloud technologies in a technically diverse environment. You will work closely with developers, product teams, and account managers to resolve complex issues and identify root causes. As part of a remote-first and AI-first organization, you will have opportunities to use modern AI tools to improve troubleshooting, automation, and documentation.
Accountabilities
- Own technical support tickets end-to-end, investigating customer-reported incidents, troubleshooting issues, identifying root causes, and delivering effective solutions.
- Provide clear guidance on product functionality, configuration, best practices, and technical processes.
- Diagnose complex issues using Linux administration, system logs, monitoring tools, networking concepts, databases, APIs, and other troubleshooting techniques.
- Manage customer communication and provide timely, accurate updates in accordance with service-level agreements and quality standards.
- Collaborate with developers, product teams, account managers, and other technical stakeholders to resolve issues efficiently and escalate appropriately when required.
- Maintain accurate ticket records, documenting investigation steps, resolutions, and relevant technical information.
- Create and improve technical notes, knowledge-base articles, and troubleshooting documentation to strengthen team knowledge and reduce recurring issues.
- Stay current with the platform, related technologies, support processes, and emerging tools through training and self-directed learning.
- Contribute to operational projects and additional initiatives that improve support effectiveness, customer satisfaction, and team efficiency.
- Explore and apply AI tools where they can improve productivity, automate repetitive work, accelerate troubleshooting, or enhance technical documentation.
What We Offer
- Remote-first work environment with globally distributed teams.
- Competitive compensation benchmarked against the markets where employees are hired.
- Flexible working arrangements within the core hours required by the team.
- Meaningful ownership of technical work and opportunities to grow into broader responsibilities.
- Professional development and continuous learning opportunities.
- Access to AI tools and encouragement to experiment with practical AI-driven approaches to everyday work.
- Inclusive, collaborative culture built around trust, respect, customer impact, and skills-based career growth.
- Support and reasonable accommodations throughout the hiring and employment process where required.
- Full-time employment with opportunities to contribute to a growing global technology organization.
Requirements
- Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, with 3+ years of experience in technical or support engineering.
- Strong hands-on experience with Linux system administration, particularly CentOS or RHEL environments.
- Practical networking knowledge, including TCP/IP, IP addressing and subnetting, routing, network configuration, and troubleshooting.
- Experience with relational databases such as PostgreSQL, MySQL, or Oracle, including strong SQL skills for query composition and analysis.
- Ability to interpret system logs and use monitoring and troubleshooting tools to identify and diagnose application or infrastructure issues.
- Familiarity with APIs and integrations, including REST, SOAP, JSON, XML, and XML-RPC, as well as authentication standards such as OAuth and SAML.
- Experience working in web hosting or similar infrastructure environments.
- Strong written and verbal English communication skills, with the ability to explain technical issues clearly to customers and collaborate effectively with distributed teams.
- Strong analytical, problem-solving, prioritization, and incident-management skills, with the ability to work independently in a remote environment.
- Experience with Java, Python, or C++ is a plus.
- Kubernetes experience is an additional advantage.
- A customer-focused mindset and willingness to continuously learn new technologies and improve established support practices.
