Linux Support Engineer

Описание

Ready to make a real impact and work with a respected leader in the field since 2008? Join RapidSeedbox as a Linux Support Engineer and transform user experiences while shaping the future of digital freedom.

About us:

Watch the introductory video of our CEO and Founder: https://www.youtube.com/watch?v=pZ_Z9yq4ZYI

We are a remote SaaS company with a mission to provide online anonymity to people worldwide. With a rich history in the Hosting and Networking domain, we've been operating in the anonymity space since 2008, serving thousands of active clients. With a clear vision for the future, our remote, passionate, and diverse team is continuously expanding, and we are on the lookout for talented individuals to join us on our exciting journey.

Our core values are:

• Excellence in everything we do (“I go above and beyond”)
• Ownership and responsibility (“I own it”)
• Continuously push the limits (“I don’t accept no as an answer. No is just an option”)
• Openness & cooperation (“Everyone matters”)

Performance Objectives

1. Provide Exceptional Customer Support
   • Deliver world-class support to customers by resolving technical and non-technical issues, ensuring at least 95% of rated conversations are positive.
   • Maintain a 99.5% resolution rate for customer inquiries, tickets, and system-generated warnings without escalating to L2 or L3 support.
2. Enhance the Support System with Quality Content
   • Create and maintain high-quality support articles to boost the efficiency of the support system and add value for customers.
   • Regularly update and expand the knowledge base with new insights and best practices to reduce the volume of support tickets.
3. Quality Assurance (QA) Contribution
   • Perform Quality Assurance tasks across the organization by testing deliverables and ensuring they meet required standards before release.
4. Ownership of Key Metrics
   • Submit required reports on time and take full ownership of key performance indicators that drive success in the role.
5. Proactive Learning and Improvement
   • Demonstrate a commitment to ongoing professional development by asking questions, seeking feedback, and suggesting process improvements.

Key Competencies for your success:

• Proficiency in System Administration and Customer Support.
• Expertise in Linux environments (Ubuntu, RedHat, CentOS) with at least 2 years of experience.
• Solid understanding of networking and troubleshooting skills.
• Ability to manage virtualization technologies (Proxmox, LXC, OpenVZ, KVM, SolusVM) effectively.
• Experience using monitoring tools (Zabbix, Nagios, Grafana, Prometheus) to maintain infrastructure performance.
• Bash scripting skills for automating tasks and processes.

Additional Competencies:

• Experience in WHMCS and Intercom is a big plus.

You will be a great fit if you are:

• Ready to work with 5 pm to 1 am CET schedule
• Proactive — You take action without being instructed to. You provide fresh perspectives to the organization. Lead small projects that improve our service
• Customer Centric — You value your customers. You prioritize the customer’s satisfaction and recognize that we are here to serve the customer.
• Persistent — Demonstrate tenacity and willingness to go the distance to complete the task.
• Determined — Has a track record of pushing the limits until the job is done.
• Team player — Reach out to peers and collaborate with supervisors to develop a collaborative working relationship, which includes assisting one another in any work circumstance, enabling seamless ticket transfer between shifts, and structuring your time shifts to cover most time zones.

What’s in it for you:

• Remote Work: Enjoy the flexibility of working 100% remotely from the comfort of your home or any location worldwide.
• Unlimited Vacation: Take as many vacation days as you need to ensure you are well-rested and ready to tackle new challenges.
• Professional Growth: As we are a small company, you'll have the chance to engage with various aspects of the business, fostering your professional development.
• Emergency Fund: We offer an interest-free emergency fund with comfortable payouts to help you in times of need.
• Company Retreats: While we are a fully remote company, we believe in teamwork and we want you to feel you belong here. We strive to organize yearly company retreats where everyone is invited. We believe in hard work, but also in having a good time!

Interview flow:

• Application form: Everything starts with getting in touch. The best way to express your interest is by applying online.
• HR Interview: If your profile aligns with our requirements, we'll invite you for an HR interview.
• Technical Interview: You may undergo a technical interview or complete a relevant test.
• Final Interview: You may have up to three online interviews with various team members.
• Reference Check: We will kindly request you to arrange a reference check before we extend a job offer.

If this opportunity resonates with you, we are excited to meet you and welcome you to the RapidSeedbox team!