Note: This role is a 2nd shift position with a schedule of 2 PM - 12 AM CDT, Wednesday to Saturday. During the onboarding period, you will follow a standard Monday-Friday work schedule until onboarding is complete.
What You’ll Do
- Be the first point of contact for all incoming technical support questions and handle all customer interactions with understanding, empathy, and transparency.
- Troubleshoot OS, hardware, and Lambda Stack issues for customers and provide guidance on the best technical solutions that suit their needs.
- Route and escalate tickets, as needed, to appropriate teams and departments while owning customer communication throughout the issue lifecycle.
- Work with our technical writing team to document solutions to common problems to allow for future customer self-service.
- Provide feedback to internal teams on technical issues our customers are facing and, above all, be the customer’s advocate.
- Work together in a cohesive, customer-first collaborative team environment, sharing your skills, knowledge, and experience.
You
- Have Linux administration experience in bare-metal, virtualized, and/or cloud environments.
- Familiarity with private or hybrid cloud environments, such as Azure, AWS, and/or OCI.
- Experience with monitoring and alerting for enterprise and cloud environments.
- Have Shell and Python scripting proficiency.
- Strong ability to curate and adhere to technical standard operating procedures.
- Possess excellent written and oral communication skills.
- Proven experience when handling multiple customer interactions in a fast-paced environment.
Nice to Have
- Familiarity with datacenter level hardware, including GPUs.
- Familiarity with ML / AI / Deep Learning.
- Experience with Zendesk ticketing.
- Wide flexibility for scheduling as we push for 24/7 support availability.
Salary Range Information
Based on market data and other factors, the salary range for this position is $69,000-$105,000. However, a salary higher or lower than this range may be appropriate for a candidate whose qualifications differ meaningfully from those listed in the job description.