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 responsibilitiesEnsure customers get the maximum value from and easily use our solutions and subscriptionsSupport customers by responding within the designated service-level agreement (SLA) to incoming calls, as well as chat and web-based inquiries about our technologiesInvestigate and troubleshoot issues, developing solutions for our customers while understanding their business needsExceed customer expectations by providing outstanding customer serviceProactively update our customers and ensure they are satisfied with our support serviceCollaborate with other engineers and developers to develop creative solutions for our customers, including product fixesShare your knowledge gained from troubleshooting issues by contributing to the ITLinux knowledge management system; present troubleshooting instructions and solutions to other engineers within the domainManage customer cases and maintain clear and concise case documentationParticipate case review conference call with customers when needed
Required skills3+ years of Linux or UNIX system administration experienceBachelor’s degree or equivalent experience within the enterprise IT sectorSolid technical knowledge of and experience with the Linux kernel and networkingFundamental understanding of Virtualization and Containers architecture and administration experience across all working componentsPrevious experience with Puppet, Chef, AnsibleAdvanced troubleshooting and debugging skills, with a passion for problem solving and investigationDemonstrated first-rate customer service experience or prior technical support experience; desire to go above and beyond in assisting customersAbility to manage and grow existing enterprise customer and partner relationships by delivering high-quality supportPrior 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 dateScripting or programming experience in languages like Bash, C, or Python, RubyAbility to deal with rapid change and limited structureProven ability and willingness to learn new open source technologiesCommitment to providing the best experience possible for IT Linux customersExcellent reading and writing skills in English; fluent English language skills are preferred