Technical Support Engineer
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As a Technical Support Engineer at XebiaLabs you will diagnose and troubleshoot software problems and help our customers install, configure, use and maintain our own suite of DevOps software products.

Technical Support Engineer responsibilities include resolving complex issues, configuring software within a range of Windows, Linux and Unix operating systems.

What You Will Be Doing
- Support, Administration, and Maintenance
- Managing Environments
- Managing Server Infrastructure
- Providing first class technical support

 

 

Job Description:

  • Become an expert on all the Company products.
  • Investigate and troubleshoot customer issues and questions.
  • Author and edit Product documentation.
  • Be an active member of a team that provides first class support to our users via email, web and phone.
  • Close the feedback loop with the Account Development teams regarding the customer experience with our products.
  • Primary objective is to provide customer support in the Asia-Pacific region through phone, email, and eventually live chat (coming soon) during the hours of 8 pm EST and 4 am EST. Support consists of initial issue triage and an attempt to resolve in one touch, otherwise gather information, assign a severity rating and escalate accordingly.
  • Should there be any downtime or additional bandwidth, we may leverage the Ninjas for creating knowledge base articles, doing menial data input into our systems, and perhaps, as they mature on our product, light configuration work within the system.

We’re Looking for People Who:

  • Exude patience, grace, and a sense of humor.

Must have at least 1 year of experience and knowledge of:

  • Technical Support
  • Excellent written and verbal communication
  • Troubleshooting network connectivity
  • Windows
  • SQL
  • Linux, Unix command line
  • Logical thinking and methodical problem solving

Nice to have:

  • Helpful skills and experience:
  • IBM WebSphere
  • AWS
  • AZURE
  • Docker
  • Kubernetes
  • Have a knack for taking technical language and making it understandable.
  • Demonstrate a passion for solving tough problems and proposing elegant solutions