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Lead Technical Support Specialist
2 months ago
The Linux Foundation is dedicated to fostering innovation and collaboration in the open-source community. We are seeking a skilled individual to join our team as a Lead Technical Support Specialist.
Position OverviewThe Lead Technical Support Specialist leverages exceptional analytical skills to tackle complex challenges faced by our first-line support team. In this position, you will enjoy a significant degree of independence to enhance our customer service experience and refine support operations while engaging in focused strategic initiatives.
Key ResponsibilitiesPrimary Duties and Expectations:
- Issue Management and Resolution: Act as our secondary support tier (level 2), managing and resolving a diverse array of technical challenges as they arise. Collaborate effectively to achieve optimal outcomes for our clients while streamlining the support resolution workflow.
- Data Analysis: Assist the team in identifying critical issues and recurring challenges within our systems and processes by employing data-driven techniques and collecting empirical evidence to substantiate your conclusions. Work alongside all relevant parties to minimize repetitive tasks and enhance our products and support response times.
- Documentation Development: Play a vital role in the creation and upkeep of thorough technical documentation, including knowledge base articles, troubleshooting manuals, best practices, and procedural documentation to foster a culture of self-service for our clients, frontline support staff, and engineering teams.
- On-call Responsibilities: Engage in an on-call rotation that may require occasional weekend and after-hours availability.
Essential Requirements:
- A Bachelor’s degree in Computer Science, Information Technology, or a related discipline (or equivalent experience or certifications).
- A minimum of 3 years of experience in a technical support capacity, technical consulting, software engineering, or IT roles is strongly preferred.
- Expertise in diagnosing and troubleshooting technical issues related to distributed software applications, systems, and networks operating on cloud platforms such as AWS, Kubernetes, Azure, or GCP.
- Familiarity with the Linux operating system, particularly in supporting production environments, is highly beneficial but not mandatory.
- Proficient in coding with Shell, JavaScript, and Python. Capable of following code, debugging programs, submitting bug reports, and resolving basic issues.
- Well-versed in software development methodologies and tools, continuous delivery, and version control systems like Git.
- Exceptional communication and interpersonal abilities, with the capacity to convey technical concepts to both technical and non-technical audiences. Skilled in prioritizing competing escalations while working independently or collaboratively.
- A customer-centric approach with a strong commitment to resolving issues effectively.
- Able to participate in an on-call schedule that may include some weekend or after-hours work.
Your information will be treated confidentially in accordance with EEO guidelines.
The Linux Foundation is open to hiring globally, and applicants may apply from various countries.
