Customer Support Engineer

Job Summary:

As a Customer Support Engineer, you will provide technical assistance and troubleshooting support for Linux-related and networking issues. You will work directly with customers to diagnose and resolve system and network-related problems while ensuring an excellent customer experience. This role requires availability to work on Fridays, with flexible scheduling options. Strong communication skills in English are essential to effectively assist global clients.

Key Responsibilities:

• Provide technical support for Linux-related and networking issues via phone, email, and ticketing systems.
• Diagnose and troubleshoot network security incidents, including firewalls, intrusion detection/prevention systems (IDS/IPS), and VPN security.
• Assist customers with Linux system administration and hardening, including installation, configuration, security, and performance tuning.
• Analyze system logs, security alerts, and network traffic to identify and resolve issues efficiently.
• Guide customers through Linux-based system setup, networking configurations, and best practices.
• Collaborate with internal engineering and development teams to escalate and resolve complex technical issues.
• Document troubleshooting steps, solutions, and technical articles for the knowledge base.
• Stay updated on emerging cybersecurity threats, Linux security best practices, and networking security trends.

Required Skills & Qualifications:

• Linux-Related Expertise: Strong knowledge of Linux operating systems (Red Hat, Ubuntu, CentOS, Debian) and command-line administration.
• Networking Knowledge: Understanding of TCP/IP, DNS, DHCP, VLANs, firewalls, NAT, and VPNs.
• Troubleshooting Skills: Ability to diagnose and resolve issues related to Linux-based systems and network infrastructure.
• Customer Support: Strong problem-solving, communication, and customer service skills.
• English Proficiency: Excellent verbal and written communication for effective customer interactions.
• Technical Documentation: Ability to create knowledge base articles and detailed troubleshooting reports.
• Certifications (Preferred): RHCSA, RHCE, CCNA, or similar networking/Linux-related certifications.

Preferred Experience:

• Previous experience in a technical support role dealing with Linux and networking issues.
• Familiarity with cloud platforms, virtualization, or container technologies (AWS, VMware, Docker, Kubernetes).
• Understanding of security principles and best practices in Linux and networking environments.