Linux Support Engineer

Descripción de la oferta

Ready to make a real impact and work with a respected leader in the field since 2008? Join RapidSeedbox as a Linux Support Engineer and transform user experiences while shaping the future of digital freedom.

About us:
We are a remote SaaS company with a mission to provide online anonymity to people worldwide. With a rich history in the Hosting and Networking domain, we've been operating in the anonymity space since 2008, serving thousands of active clients. With a clear vision for the future, our remote, passionate, and diverse team is continuously expanding, and we are on the lookout for talented individuals to join us on our exciting journey.

Our core values are:
Excellence in everything we do (“I go above and beyond”)
Ownership and responsibility (“I own it”)
Continuously push the limits (“I don’t accept no as an answer. No is just an option”)
Openness & cooperation (“Everyone matters”)

Performance Objectives
1. Provide Exceptional Customer Support
- Deliver world-class support to customers by resolving technical and non-technical issues, ensuring at least 95% of rated conversations are positive.
- Maintain a 99.5% resolution rate for customer inquiries, tickets, and system-generated warnings without escalating to L2 or L3 support.
2. Enhance the Support System with Quality Content
- Create and maintain high-quality support articles to boost the efficiency of the support system and add value for customers.
- Regularly update and expand the knowledge base with new insights and best practices to reduce the volume of support tickets.
3. Quality Assurance (QA) Contribution
- Perform Quality Assurance tasks across the organization by testing deliverables and ensuring they meet required standards before release.
4. Ownership of Key Metrics
- Submit required reports on time and take full ownership of key performance indicators that drive success in the role.
5. Proactive Learning and Improvement
- Demonstrate a commitment to ongoing professional development by asking questions, seeking feedback, and suggesting process improvements.

Key Competencies for Success
- Proficiency in System Administration and Customer Support.
- Expertise in Linux environments (Ubuntu, RedHat, CentOS) with at least 2 years of experience.
- Solid understanding of networking and troubleshooting skills.
- Ability to manage virtualization technologies (OpenVZ, KVM, SolusVM) effectively.
- Experience using monitoring tools (Zabbix, Nagios, Grafana, Prometheus) to maintain infrastructure performance.
- Bash scripting skills for automating tasks and processes.

Additional Competencies:
- Experience in WHMCS and Intercom is a big plus.

The ideal candidate will be:
- Proactive — You take action without being instructed to. You provide fresh perspectives to the organization. Lead small projects that improve our service
- Customer Centric — You value your customers. You prioritize the customer’s satisfaction and recognize that we are here to serve the customer.
- Persistent — Demonstrate tenacity and willingness to go the distance to complete the task.
- Determined — Has a track record of pushing the limits until the job is done.
- Team player — Reach out to peers and collaborate with supervisors to develop a collaborative working relationship, which includes assisting one another in any work circumstance, enabling seamless ticket transfer between shifts, and structuring your time shifts to cover most time zones.

If this opportunity resonates with you, we are excited to meet you and welcome you to the RapidSeedbox team!

Requerimientos

• Educación mínima: Universidad
• 3 años de experiencia
• Idiomas: Inglés
• Conocimientos: Linux, Soporte al cliente

Palabras clave: apoyo, support, soporte, ingeniero, engineers, ingeniera, ing, engineer

Hace más de 30 días

Acerca de RapidSeedboxLtd

We are a remote SaaS company with a mission to provide online anonymity to people worldwide. With a rich history in the Hosting and Networking domain, we've been operating in the anonymity space since 2008, serving thousands of active clients. With a clear vision for the future, our remote, passionate, and diverse team is continuously expanding, and we are on the lookout for talented individuals to join us on our exciting journey.

Our core values are:

Excellence in everythi...

We are a remote SaaS company with a mission to provide online anonymity to people worldwide. With a rich history in the Hosting and Networking domain, we've been operating in the anonymity space since 2008, serving thousands of active clients. With a clear vision for the future, our remote, passionate, and diverse team is continuously expanding, and we are on the lookout for talented individuals to join us on our exciting journey.

Our core values are:

Excellence in everything we do (“I go above and beyond”)
Ownership and responsibility (“I own it”)
Continuously push the limits (“I don’t accept no as an answer. No is just an option”)
Openness & cooperation (“Everyone matters”)