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Sr. Tech Support Engineer

hace 3 meses

San Francisco, Heredia, Costa Rica Auxis A tiempo completo

Job Summary:
The Jr. Linux/System administrators support their clients through the tickets and phone.

Responsibilities:

  • Working directly with our customers, provides timely responses and resolutions to Tier 1 customer support requests, ultimately resulting in high customer satisfaction.
  • Performs diagnosis using documented procedures, troubleshooting techniques and approved tools to solve Tier 1 technical issues.
  • Ensures that all support activity is logged with complete information into the ticketing tool and assigned with appropriate category and priority.
  • Contribute quality content to our support knowledgebase.
  • Collaborate with internal teams to provide tailored support solutions.
  • Collaborate with key partners in the company.
  • Makes moderate adjustments and proposes minor improvements to processes, systems, or products; innovates.
  • Accountability

Skills and Experience:

Basic Qualifications:

  • Technical degree or equivalent experience
  • 4+ years of technical customer support experience, working directly with external customers
  • Ability to communicate technical problems and issues succinctly and clearly
  • Indepth knowledge of network protocols and standards (e.g. TCP, LDAP, DNS, SSH)
  • Exceptional analytical & customer service skills

Preferred Qualifications:

  • Experience and knowledge of administering Linux based systems and bash scripting
  • Knowledge and experience of cloudnative services
  • Performance monitoring

Languages:

Spanish:
Fluent

English:
B2

Software and Programs:

Jira, Office licensing, GCP accounts and/or AWS accounts, Active Directory, Antivirus, SolarWinds, Slack, Nagios, SQL knowledge