Technical Support Specialist II

2 weeks ago

San Francisco, California, United States Linux Foundation Full time
Company Overview

The Linux Foundation is pioneering the largest collaborative technology investment in history by fostering open source cooperation among organizations, developers, and users. We are the preferred entity for cultivating ecosystems that expedite the development and commercial utilization of open technology.

Role Overview

The Linux Foundation Support team is in search of a seasoned Technical Support Engineer II to enhance and broaden the assistance we offer to our expanding portfolio of projects. This role will concentrate on managing customer escalations through Jira Service Desk, diagnosing and resolving intricate issues, and directing inquiries to the suitable internal software engineering teams. This position is client-facing and will encompass support requests from the open source project community as well as internal staff, emphasizing process optimization and aiding in the refinement of request management.

  • Assist open source community members and internal Linux Foundation clients in various support queues as a point of escalation for complex challenges.
  • Collaborate with Product Engineering and IT Teams to comprehend how to identify common problems and distinguish between user errors and application issues that necessitate developer intervention.
  • Deliver exceptional support by taking ownership of requests to provide swift resolutions in a friendly and professional manner.
  • Develop, maintain, and revise documentation for various support issues and operational guides.
  • Evaluate support queues to identify any deficiencies in knowledge bases or request types and update as necessary.
  • Regularly communicate on outstanding and ongoing issues to support, product, and infrastructure teams.
  • Preference for candidates in the US Pacific timezone.
Qualifications
  • Outstanding English communication skills, both written and verbal.
  • Bachelor's degree in a Computer Science-related field or equivalent professional experience.
  • Over 3 years of relevant technical experience, ideally in secure, high-availability environments.
  • Exceptional collaboration skills in a remote team setting.
  • Familiarity with Service Desks; experience with Jira Service Management is advantageous.
  • Experience with Confluence or similar Wiki platforms.
  • Strong problem-solving abilities.
  • Experience troubleshooting Access Control Systems and authentication systems.
  • Familiarity with AWS services such as EC2, RDS, ELB, VPC, Lambda, API Gateway, DynamoDB, CloudWatch, and container technologies.
  • Experience with serverless applications is a plus.
  • Proficiency with Git on platforms like GitHub or GitLab.
  • Basic scripting skills in Shell (Bash, Python).
  • Understanding of DNS technologies and various record types.
  • Experience in a highly visible support role and with widely distributed teams.
  • Experience with Infrastructure as Code, particularly Terraform or Puppet.
  • Experience with open source projects is a plus.
Additional Information

The Linux Foundation operates with a predominantly remote workforce that seeks top-tier talent. We are equally committed to fostering a flexible and supportive work culture as we are to promoting Open Source Software. Collaboration is integral to our ethos, and we take pride in our ability to work closely together while not being confined to a physical office.

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