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Customer Support Engineer (Level 2/3)

US
Remote

The Support and Services team in Joyent is the front line for delivering world class support to the customers of the Triton Public Cloud and Manta public services, our Enterprise customers that run our Triton and Manta software in-house, and the Samsung Private Cloud.

Triton, including Triton Compute and Multi-Cloud Kubernetes, is a complete data center automation solution that powers Joyent's public cloud as well as private clouds worldwide. Triton Storage with Triton Converged Analytics is the cloud-proven object storage and big data serverless compute solution for public cloud and on-premises use.

We are currently seeking an experienced Customer Support Engineer with a strong technical background in Unix/Linux and a passion for and experience in delivering high standards of externally facing customer support. You need to be a great team player and comfortable working and learning independently.

The Role

Everyday we work closely with our incredible Engineering and Operations teams to ensure our customers are getting the best possible service out of our revolutionary infrastructure and container management software.

If you are passionate about customer support and technology and want to combine that with close involvement in the development, deployment and support of our solutions, then the Joyent Support Team is where you need to be. This is a fantastic opportunity for learning new technology. Not just the technology Joyent creates, but also the technology that our customers use in the containerized and Open Source world we live in. The variety and possibilities are endless. Everyday is a learning day for both technology and the softer skills of providing truly world-class customer focused support.

This role may be home based (depending on your location) and requires the flexibility to participate in an on-call rotation during weekends and evenings. This position is targeted at providing coverage for customers in the Eastern US and Western European time zones.

Description

  • Provide world-class Level 2/3 technical support services to all Joyent cloud customers/users.
  • Support Joyent’s Triton and Manta customers in the deployment of private and hybrid cloud solutions.
  • Resolve customer issues and work with Operations and Engineering teams to diagnose and resolve complex problems
  • Provide the highest standards of customer support achieving high customer satisfaction ratings, building customer relationships and encouraging customer retention.
  • Develop internal and customer facing documentation and knowledge base articles to help improve the standard of support and the customers ability to make best use of Joyent’s products and services
  • Become an expert in all of Joyent Products and Services.
  • Continuously learn and stay up to date on the newest technologies.
  • Perform technical account management duties for Joyent’s major customers. This may involve occasional visits to customer sites.

About You

  • A current background in software development or system administration on Unix or Linux based systems with at least 4-5 years of experience. Experience with Solaris and/or ZFS a plus.
  • 2-3 years recent experience in a customer support role in either a call center or customer facing environment.
  • Experience with scripting (Bourne Shell, PERL, JavaScript)
  • Experience working with cloud related Open Source technologies such as Docker, Kubernetes, or Terraform
  • Experience working in cloud, hosting, or virtualization environments a plus.
  • Basic understanding of networking and networking tools
  • Experience being self-managed and working from home on a day to day basis
  • Strong “can do”, customer focused attitude centered around making customers problems your problems
  • Ability to interact and clearly communicate with both technical and non-technical users using written and spoken English
  • Technically savvy, but enjoy working with, communicating with, and building rapport with customers
  • Have a desire to grow yourself through learning and experience, with the ability to self-learn.

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 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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