Product Support Engineer II

2 weeks ago

San Francisco, United States Linux Foundation Full time
Job DescriptionJob DescriptionCompany Description

The Linux Foundation is creating the greatest shared technology investment in history by enabling open source collaboration across companies, developers, and users. We are the organization of choice to build ecosystems that accelerate open technology development and commercial adoption.

Job Description

The Linux Foundation Support team is looking for an experienced Service Desk Support Engineer II to improve and expand the support we provide to our growing number of projects.  They will be focused on supporting customer escalations via Jira Service Desk, troubleshooting and solving more complex issues, and triaging and escalating to the appropriate internal software engineering team. This role is customer facing and will include support requests from the open source project community along with internal employee customers, with a focus on process management, and helping us streamline request management.

 

  • Support open source community members, along with internal Linux Foundation clients, in various support queues as an escalation point for complex issues.

  • Work with Product Engineering and IT Teams to understand how to diagnose common issues and determine the difference between user errors and application issues which require developer evaluation and response.

  • Provide excellent support by taking ownership of requests to give quick resolutions in a warm, friendly manner

  • Create, maintain, and update documentation for various support issues and runbooks.

  • Analyze support queues to determine if there are any gaps in knowledge bases or request types and update as needed.

  • Regularly report on outstanding and in progress issues to support, product, and infrastructure teams.

  • US Pacific timezone preferred.

Qualifications

  • Excellent English communication skills, written and spoken

  • Bachelor’s degree in Computer Science related field or equivalent work experience

  • 3+ years of relevant technical experience, preferably in highly secure, high availability environments

  • Exceptional collaboration in a remote team environment

  • Experience with Service Desks, Jira Service Management a plus

  • Experience with Confluence or other Wikis

  • Strong troubleshooting skills

  • Experience with troubleshooting Access Control Systems and login systems

  • Experience with AWS EC2, RDS, ELB, VPC, Lambda, API Gateway, DynamoDB, CloudWatch, and Container technologies

  • Experience with Serverless applications a bonus

  • Experience with Git on Github or GitLab

  • Basic Shell scripting experience (Bash, Python)

  • Understanding of DNS technologies and different record types

  • Experience working in a highly visible support role and with widely distributed teams

  • Experience with Infrastructure as Code, particularly Terraform or Puppet

  • Experience working with open source projects a plus



Additional Information

The Linux Foundation is a largely all-remote workforce that hires top-notch talent. We are as passionate about providing a flexible and supportive work culture as we are in Open Source Software. Collaboration is in our DNA, and we pride ourselves on being able to work closely together while not being tied to an office.

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