Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will respond to customer inquiries and platform alerts, diagnose issues using established tools and procedures, and escalate complex incidents when needed. You will review system data and logs, distinguish configuration, product, and platform issues, coordinate with internal teams and remote data center staff, maintain documentation, and provide status updates through resolution.
Requirements
- Foundational understanding of servers, computing principles, and infrastructure-as-a-service platforms
- Linux command-line experience
- Basic enterprise networking knowledge
- Customer service skills
- Ability to manage multiple tickets and shifting priorities
- Strong written and verbal English communication skills
- Willingness to learn technologies and follow established processes in an entry-level technical role
Responsibilities
- Respond to customer inquiries through ticketing systems and support channels
- Respond to platform alerts and issues, assess impact, and initiate troubleshooting or escalation
- Review system data, logs, and platform behavior to troubleshoot issues
- Identify whether issues involve customer configuration, product functionality, or platform events
- Coordinate with system administrators, engineering teams, network operations, and internal stakeholders
- Escalate incidents according to severity, service-level objectives, and escalation frameworks
- Communicate with remote data center staff by phone to resolve operational issues
- Create and maintain knowledge-base articles, product guides, and troubleshooting procedures
- Provide clear status updates to customers and internal teams until issues are resolved
Benefits
- Company-paid medical, dental, and vision insurance premiums
- 401(k) matching up to 4% with immediate vesting
- $2,500 annual professional development reimbursement
- 11 holidays and paid time off accrual with rollover
- Increased paid time off at three- and ten-year anniversaries
- One-month paid sabbatical every five years
- Annual anniversary bonus
- Remote office setup stipend of $500 in the first year and $400 annually thereafter
- Internet reimbursement up to $75 per month
- Gym membership reimbursement up to $50 per month
- Company-paid Wellable subscription