Responsibilities
- Deliver technical support to employees and customers, including AV support for office conferences and events.
- Investigate and resolve complex technical issues using ticketing systems, remote sessions, and escalation to senior engineers.
- Own and manage all support cases from qualification to resolution, ensuring adherence to Service Level Agreements and achieving high customer satisfaction.
- Engage directly with customers via phone, chat, and remote sessions, setting realistic expectations and communicating updates.
- Contribute to and maintain knowledge base articles, sharing best practices and lessons learned with the team.
- Participate in a regular weekend working rotation and be available for on‑call support as required.
- Provide technical onboarding support for new employees and infrastructure support during office events.
- Identify opportunities to enhance service delivery and optimize technical processes.
- Diagnose Linux systems by collecting logs, analyzing stack traces, and editing configuration files.
- Integrate Linux environments with authentication, directory services, network file systems, and other infrastructure components.
- Support virtualization/cloud (KVM/OpenStack), containers (Docker, LXD/LXC, Kubernetes), storage technologies (block, object, network), and networking (bonding, firewalling, bridging, MTU tuning, etc.).
Qualifications
- Professional written and spoken English with excellent presentation and communication skills.
- Undergraduate degree in a technical subject, or a compelling narrative demonstrating equivalent experience.
- Exceptional academic record or proven ability to go above and beyond expectations.
- Strong experience troubleshooting Linux systems, including log analysis, configuration editing, and performance tuning.
- Hands‑on experience supporting Linux in virtualization, cloud, containers, storage, and networking environments.
- Knowledge of Linux integration with authentication directories and network file systems.
- Programming fundamentals in any language.
- Ability to learn quickly, adapt to change, and handle the pressure of a customer‑facing role.
- Extensive customer support experience with a focus on communication and setting the right expectations.
- Willingness to travel internationally up to twice a year for company events, sometimes lasting up to two weeks.
Benefits & Compensation
- Competitive salary with annual review and a performance‑driven bonus or commission.
- Annual holiday leave.
- Maternity and paternity leave.
- Employee Assistance Programme.
- Personal learning and development budget of USD 2,000 per year.
- Recognition rewards and annual compensation reviews.
- Opportunity to travel to new locations and meet colleagues.
- Priority Pass and travel upgrades for long‑haul company events.
- Access to a state‑of‑the‑art London office and twice‑yearly in‑person team sprints.
- Distributed work environment with flexible remote work options.
