Technical Support Engineer

<h3>Accountabilities</h3><li>Own technical support tickets end-to-end, investigating customer-reported incidents, troubleshooting issues, identifying root causes, and delivering effective solutions.</li><li>Provide clear guidance on product functionality, configuration, best practices, and technical processes.</li><li>Diagnose complex issues using Linux administration, system logs, monitoring tools, networking concepts, databases, APIs, and other troubleshooting techniques.</li><li>Manage customer communication and provide timely, accurate updates in accordance with service-level agreements and quality standards.</li><li>Collaborate with developers, product teams, account managers, and other technical stakeholders to resolve issues efficiently and escalate appropriately when required.</li><li>Maintain accurate ticket records, documenting investigation steps, resolutions, and relevant technical information.</li><li>Create and improve technical notes, knowledge-base articles, and troubleshooting documentation to strengthen team knowledge and reduce recurring issues.</li><li>Stay current with the platform, related technologies, support processes, and emerging tools through training and self-directed learning.</li><li>Contribute to operational projects and additional initiatives that improve support effectiveness, customer satisfaction, and team efficiency.</li><li>Explore and apply AI tools where they can improve productivity, automate repetitive work, accelerate troubleshooting, or enhance technical documentation.</li><h2>Requirements</h2><li>Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, with<strong>3+ years of experience in technical or support engineering</strong>.</li><li>Strong hands-on experience with<strong>Linux system administration</strong>, particularly CentOS or RHEL environments.</li><li>Practical networking knowledge, including TCP/IP, IP addressing and subnetting, routing, network configuration, and troubleshooting.</li><li>Experience with relational databases such as<strong>PostgreSQL, MySQL, or Oracle</strong>, including strong SQL skills for query composition and analysis.</li><li>Ability to interpret system logs and use monitoring and troubleshooting tools to identify and diagnose application or infrastructure issues.</li><li>Familiarity with APIs and integrations, including REST, SOAP, JSON, XML, and XML-RPC, as well as authentication standards such as OAuth and SAML.</li><li>Experience working in web hosting or similar infrastructure environments.</li><li>Strong written and verbal English communication skills, with the ability to explain technical issues clearly to customers and collaborate effectively with distributed teams.</li><li>Strong analytical, problem-solving, prioritization, and incident-management skills, with the ability to work independently in a remote environment.</li><li>Experience with Java, Python, or C++ is a plus.</li><li>Kubernetes experience is an additional advantage.</li><li>A customer-focused mindset and willingness to continuously learn new technologies and improve established support practices.</li><h2>Benefits</h2><li>Remote-first work environment with globally distributed teams.</li><li>Competitive compensation benchmarked against the markets where employees are hired.</li><li>Flexible working arrangements within the core hours required by the team.</li><li>Meaningful ownership of technical work and opportunities to grow into broader responsibilities.</li><li>Professional development and continuous learning opportunities.</li><li>Access to AI tools and encouragement to experiment with practical AI-driven approaches to everyday work.</li><li>Inclusive, collaborative culture built around trust, respect, customer impact, and skills-based career growth.</li><li>Support and reasonable accommodations throughout the hiring and employment process where required.</li><li>Full-time employment with opportunities to contribute to a growing global technology organization.</li>