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Customer Support Engineer (Level 2/3)

San Francisco, CA, US
Remote

The Customer Support team is the front line for delivering world-class support to customers of the Samsung Private Cloud as well as customers that run our Triton Compute and Triton Object Storage (Manta) software on-prem and as hybrid solutions.

We are currently seeking an experienced Customer Support Engineer with a strong technical background on Unix/Linux as well as a passion for and experience in delivering high standards of technical support to enterprise customers.

This role will be home-based and requires flexibility to be part of a weekly on-call rotation for evenings, weekends, and holidays.

What You’ll Do

  • Advocate for our customers within the organization to help prioritize issues, requests, and improvements
  • Build customer rapport, understand their needs and capabilities, find answers that deliver timely results and long-term value
  • Research, diagnose, and resolve complex problems independently, with help from the Support team, and with our Operations and Engineering teams as needed
  • Troubleshoot hardware, software, and network issues both in our own data centers and for customers running Joyent’s software on-prem
  • Facilitate communication surrounding customer-impacting incidents and maintenance
  • Develop both internal and customer-facing documentation to raise our standard of support and the ability of customers to make best use of Joyent’s products and services

Desired Candidate

  • 5+ years of experience in technical support or system administration, supporting internal or external customers within enterprise corporate environments
  • Working knowledge of Unix/Linux systems and networks that support a variety of web applications and petabytes of data
  • Familiarity with cloud infrastructure, data center networking, microservice architecture, and software development life cycle is a plus
  • Experience with Docker, Terraform, and Kubernetes is a plus
  • Ability to accurately diagnose reported issues from end user experiences, client/server software, operating system services, hardware devices, and network monitoring
  • Ability to organize and refine information from customers and write concise but well-researched problem reports for internal teams when escalation is warranted
  • Confidence and a positive attitude that builds trust between you and our customers as well as internal teams that we rely on to deliver satisfying solutions
  • Excellent verbal and written communication skills; being able to describe complex problems and procedures in an organized and thoughtful manner
  • Willingness to work independently to find areas of improvement and creative solutions that benefit our customers, our team, and the organization as a whole

About Joyent

Joyent, a wholly-owned subsidiary of Samsung, is the open cloud company. With its Triton Kubernetes services and support, Joyent helps its customers build and operate modern cloud native applications across multiple clouds. Joyent’s Triton Private Regions provide low cost, dedicated cloud infrastructure that gives its customers the ability to own their data and control their cloud costs.

To apply, please submit a brief introduction, a copy of your resume, and a link to your Github or LinkedIn profile to jobs@joyent.com with Customer Support Engineer (Level 2/3) in the subject. Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance.

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