Ing. Soporte Linux en IT Linux

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About ITLinux

At ITLinux we offer cloud, Linux, middleware, storage, and virtualization technologies, together with wold-class customer support, consulting, and implementation services. ITLinux has more than 10 years helping the biggest companies of Chile, both private and government.

About the Job

The Support Services team is seeking a highly-skilled Technical Support Engineer to join us in Santiago, Chile. In this role, you will provide an excellent customer support experience for our enterprise subscription customers. Unlike most IT companies, we don't sell services by the hour or "break-fix" pay-per-incident support. Instead, we sell support subscriptions that include an unlimited number of support incidents, product documentation, security patches and updates, and upgrades to the newest versions of the software. As a Technical Support Engineer, you will be a trusted advisor to enterprise-level customers and partner closely with them and help us continually prove our value to our customers as you troubleshoot and resolve their technical issues for the portfolio of Open Source products to meet their business needs both online and over the phone. You'll work with key customers both on-site and remotely to build a relationship of trust and confidence between ITLinux and the customer's engineering, development, and operations teams.

Primary job responsibilities

  • Ensure customers get the maximum value from and easily use our solutions and subscriptions
  • Support customers by responding within the designated service-level agreement (SLA) to incoming calls, as well as chat and web-based inquiries about our technologies
  • Investigate and troubleshoot issues, developing solutions for our customers while understanding their business needs
  • Exceed customer expectations by providing outstanding customer service
  • Proactively update our customers and ensure they are satisfied with our support service
  • Collaborate with other engineers and developers to develop creative solutions for our customers, including product fixes
  • Share your knowledge gained from troubleshooting issues by contributing to the ITLinux knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
  • Manage customer cases and maintain clear and concise case documentation
  • Participate case review conference call with customers when needed

  • Required skills

  • 3+ years of Linux or UNIX system administration experience
  • Bachelor’s degree or equivalent experience within the enterprise IT sector
  • Solid technical knowledge of and experience with the Linux kernel and networking
  • Fundamental understanding of Virtualization and Containers architecture and administration experience across all working components
  • Previous experience with Puppet, Chef, Ansible
  • Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation
  • Demonstrated first-rate customer service experience or prior technical support experience; desire to go above and beyond in assisting customers
  • Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support
  • Prior Linux certification, such as Red Hat Certified System Administrator (RHCSA) in Red Hat Enterprise Linux OpenStack Platform or Red Hat Certified Engineer (RHCE), is a significant advantage, as you'll need to be certified within 90 days of your start date
  • Scripting or programming experience in languages like Bash, C, or Python, Ruby
  • Ability to deal with rapid change and limited structure
  • Proven ability and willingness to learn new open source technologies
  • Commitment to providing the best experience possible for IT Linux customers
  • Excellent reading and writing skills in English; fluent English language skills are preferred
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