Support Engineer, L2

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Deliver Level 2 technical support as part of a 24/7 operational team, with alternative scheduling options available.

• Evaluate and prioritize incoming support requests based on urgency and business impact.

• Conduct independent research, diagnose, and resolve issues related to Linux, virtualization, networking, and cloud infrastructure.

• Review logs, system configurations, and performance metrics to pinpoint issues and suggest corrective measures.

• Refer complex issues to Level 3 support or engineering, providing clear findings, diagnostic evidence, and reproduction steps when necessary.

• Manage support cases until resolution, ensuring customers are updated with timely, clear, and professional communication.

• Enhance and maintain the Knowledge Base with troubleshooting documentation, solutions, and insights on recurring issues.

• Work collaboratively with partners, Level 3 support, and engineering teams to tackle complex technical challenges.

⛳️ Requirements

• Prior experience in technical support, Linux system administration, or a related technical field.

• Comprehensive understanding of Linux operating systems and practical experience using the command line.

• Proficient in troubleshooting Linux services, processes, permissions, package management, and system logs.

• Familiarity with TCP/IP, DNS, HTTP/HTTPS, SSH, FTP, and SMTP, along with practical networking troubleshooting skills.

• Methodical problem-solving approach and the ability to investigate issues autonomously.

• Intermediate or higher proficiency in English, both written and spoken.

• Excellent communication abilities, attention to detail, and a sense of ownership regarding customer issues.

• Capability to prioritize multiple requests and maintain composure during critical situations.

• Willingness to work an agreed shift schedule supporting a 24/7 service environment.

• Experience with virtualization technologies such as KVM, Proxmox, or VMware is advantageous.

• Knowledge of containers, Kubernetes, OpenStack, or cloud platforms is a plus.

• Experience with monitoring and ticketing systems like Zabbix, Prometheus, Zendesk, or Jira is beneficial.

• Background in configuring or troubleshooting DHCP, DNS, and VPN services is a bonus.

• Skills in Bash or Python scripting are advantageous.

• Familiarity with storage technologies and troubleshooting is a plus.

• Relevant certifications, such as LPI or Red Hat, are considered a bonus.

🏝️ Benefits

• Options for remote work and flexibility within your agreed support hours.

• Share options, allowing everyone to have a stake in our success.

• Assistance in securing private medical insurance.

• Referral bonus program.

• Recognition programs and opportunities for learning.

• B2B contracting opportunities in Ukraine.