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The Linux Foundation

The Linux Foundation is a nonprofit organization that helps open technology projects build world-class open source software, communities, and companies. It enables mass innovation through open source and serves as the organization of choice for top dev...

๐Ÿ“Ž linuxfoundation.org
๐Ÿ—“ Founded in 2000
๐Ÿ‘ฉโ€๐Ÿ’ป 150 employees
๐Ÿงฑ Software & Services
๐Ÿ’ฐ $30,000,000/y
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$0k/year
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๐Ÿ’ต Salary
๐ŸŽช Benefits
๐Ÿข The Linux Foundation Remove this filter
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The Linux Foundation


๐ŸŒ Worldwide
๐Ÿ‡ต๐Ÿ‡ญ Philippines
๐Ÿ’ฐ $20k - $50k

Developer

 

Cloud

 

Python

Linux

Customer Support

Kubernetes

The Linux Foundation

๐Ÿ‘€ 4,700 views

โœ… 233 applied (5%)

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This job post is closed and the position is probably filled. Please do not apply. Work for The Linux Foundation and want to re-open this job? Use the edit link in the email when you posted the job!


The product support engineer plays a vital role in the ongoing improvement of our training and certification products and services by leveraging their problem-solving skills, technical experience, and excellent communication abilities to bridge the gap between front-line customer support and our product-focused engineering teams.

While this role is heavily support focused you will be encouraged to leverage software engineering skills and practices combined with cutting-edge technologies to help solve support related problems that occur by triaging, diagnosing, and contributing to solutions to help the support team be successful in the mission to improve the overall customer experience.ย 

Key responsibilities and expectations:

  • Understanding:ย Learn about our products, and services to understand issues facing our customers in order to better provide support.
  • Customer Service Liaison:ย Respond to escalated technical inquiries from customer service and , and resolve complex issues that enable customer service to respond to candidate reports by leveraging technical troubleshooting skills to deliver accurate solutions in a timely manner.
  • Problem Diagnosis:ย Analyze and diagnose reported technical problems. Utilize a variety of diagnostic tools and methodologies to identify root causes and provide effective solutions. Work closely with the SRE to assist in improving monitoring and observability platforms as well as identify opportunities to automate processes and implement the relevant solutions.
  • Escalation and Collaboration:ย Collaborate with Level 1 support engineers, as well as Level 3 Certification Product and Platform Engineering teams to find the best solution for the customer. Collaborate on problem-solving strategies and share knowledge to improve overall support efficiency.
  • Documentation:ย Contribute to the creation and maintenance of comprehensive technical documentation, including knowledge-based articles, troubleshooting guides,ย  best practices, and process documentation.ย 
  • Continuous Improvement:ย Participate in regular technical training sessions to stay up-to-date with product updates and enhancements. Proactively identify areas for process improvement and contribute to initiatives aimed at enhancing support quality and efficiency.

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience or certifications).
  • Experience in a technical support role, preferably in a Level 2 capacity.
  • Proficiency in diagnosing and troubleshooting technical issues related to software applications, systems, and networks. Particularly HTTP/S based application
  • Strong knowledge of the Linux operating system, basic knowledge and experience with OS X and Windows is sufficient.
  • Strong scripting skills in shell and python. Able to follow and debug basic programs. Knowing how to solve issues using debugging tools is highly advantageous.
  • Familiarity with software development processes and tooling, continuous delivery, source control tools, git etc.
  • Excellent communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical audiences.
  • Customer-focused mindset with a strong commitment to obtain the best outcome for customers.
  • Strong problem-solving skills, analytical thinking, and attention to detail.
  • Ability to work independently and as part of a collaborative team.
  • Knowledge and experience with AWS, Datadog (or similar), Kubernetes, and build systems such as GitHub Actions or Circle CI.

Additional information

  • Includeย links to your online work samples with your resume
  • Familiarity with open source software (Tip: for free trainingย LFD102)
  • Experience using Linux or Linux Foundation projects (Tip: for free trainingย LFS101)


Disclaimerย 

Salary levels vary according to the location of the individual.

Please mention the word UNLIMITED when applying to show you read the job post completely (#RNTQuODEuMTg1LjY2). This is a feature to avoid fake spam applicants. Companies can search these words to find applicants that read this and instantly see they're human.

Salary and compensation


$20,000 — $50,000/year


Benefits

๐ŸŒŽ Distributed team

๐Ÿš‘ Medical insurance

๐Ÿ– Unlimited vacation

๐Ÿ– Paid time off

How do you apply?

This job post has been closed by the poster, which means they probably have enough applicants now. Please do not apply.
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