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Senior Customer Support Engineer

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Greece

Offer summary

Qualifications:

BS in Computer Science, Information Technology, or similar experience., 8+ years of experience supporting technical end-users., Excellent troubleshooting, root-cause analysis, and communication skills in English., Extensive experience with Linux system administration and hardware system configuration..

Key responsabilities:

  • Deliver frictionless post-sales support to Fortune 500 customers.
  • Develop trusted technical relationships and update documentation and procedures.
  • Coordinate pro-active operational support activities using analytics tools.
  • Manage escalations and perform on-call duties in a follow-the-sun model.

ZEDEDA logo
ZEDEDA Scaleup https://www.zededa.com/
51 - 200 Employees
See all jobs

Job description

ZEDEDA makes edge computing effortless, open, and intrinsically secure - extending the cloud experience to the edge. ZEDEDA reduces the cost of managing and orchestrating distributed edge infrastructure and applications, while increasing visibility, security and control. ZEDEDA delivers a distributed, cloud-native edge management and orchestration solution, simplifying the security and remote management of edge infrastructure and applications at scale. 

ZEDEDA ensures extensibility and flexibility by utilizing an open partner ecosystem with a robust app marketplace and leveraging an open architecture built on EVE-OS, from the Linux Foundation. ZEDEDA delivers instant time to value, has thousands of nodes under management and is backed by world-class investors with teams in the US, Germany and India. For more information, visit www.zededa.com.

About the Position:  Sr. CSE, Operational Support (Heraklion, Greece)

Responsibilities:
Reporting to the Senior Director, Global Deployment and Operational Support Services, as Sr. CSE Operational Support you are responsible for delivering frictionless and smooth post-sales support to our Fortune 500 customers. Operational Support runs 24x7x365 through a follow-the-sun coverage model. You develop trusted technical relationships with our customers and also take the initiative to update documentation, write better procedures. Edge Operations are technically complex and will present you with technical challenges calling upon your best troubleshooting and analytical competences. Next to your technical focus you also coordinate pro-active operational support activities using state of the art analytics tooling. You are an energetic self-starter fully committed to our customers’ success by putting yourself in our customer’s shoes and constantly striving to make sure they can use our product to the best of its and their ability, by:

  • Creating ecstatic customers
  • Educating customers through ongoing knowledge transfers
  • Ensuring frictionless operational support
  • Escalation management
  • On-call duties - follow-the-sun
  • Radiate energy and enthusiasm

    • Qualifications
  • BS Computer Science, Information Technology or similar experience
  • 8+ years experience supporting technical end-users
  • Excellent troubleshooting and root-cause analysis skills
  • Excellent communication and written skills (English)
  • Extensive experience with Linux system administration Linux troubleshooting are a must. 
  • Knowledge of  hardware system configuration and troubleshooting (IPMI system management, BIOS/UEFI configuration, various sub-systems firmware management).
  • Experience with Type 1 and Type 2 hypervisors, including troubleshooting and performance considerations.
  • Familiarity with various forms of pass-through (PCI, etc.) is a plus.
  • Comfortable with the deployment of virtual machines, containers (docker, etc.) to reproduce issues and create test scenarios
  • Familiarity with automation (such as Python and Shell scripting) to streamline deployments, system monitoring, etc.
  • Configuration, management, and troubleshooting of network adapters and interfaces, including virtual and physical NICs, VLAN tagging, etc.
  • Networking concepts and tools: IP, DHCP, DNS, NAT rules, Firewall configuration, routing, bridging, and proxies 
  • Networking troubleshooting competence using ping, traceroute, netstat, iptables, tcpdump and analyzing packet captures (Wireshark) 
  • Experience with SSH port forwarding, SOCKS proxies, and reverse tunnels for secure remote access
  • Experience in Kubernetes cluster management: Deploying, scaling, and troubleshooting K8s clusters 
  • Configuration (datastore configuration, SSO set up..) of Azure or alternative clouds 
  • Practical experience with REST APIs is a plus. Scripting, testing and troubleshooting APIs (Postman, curl, python, using Swagger definitions, etc.).
  • Infrastructure as Code principles. Experience with using Terraform, and troubleshooting Terraform configuration, state, providers, etc. is a plus.
    •

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Computer NetworksLinux AdministrationKubernetesPython (Programming Language)Shell CommandsServer VirtualizationRoot Cause AnalysisDocker (Software)Application Programming Interface (API)Network TroubleshootingTerraformAutomated Information SystemsHypervisorSystem ConfigurationInfrastructure as Code (IaC)

    Other Skills

    • Troubleshooting (Problem Solving)
    • Communication
    • Customer Service
    • Teamwork
    • Analytical Skills
    Are you interested?

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