Technical Support at Andela

Description:

• More and more companies are using our Enterprise, so the support team is growing. When our customers have problems, they contact us and it is our goal to help them as quickly and awesomely as possible. We're looking for Support Engineers to support our Enterprise product installed and managed in the customer's virtualization environment.
• Support handles a wide variety of inquiries via email involvoing Linux servers, source code, our API, our pages,our workflows, and Actions. Many tickets are opened by internal system administrators, and include investigating load or networking issues, debugging application errors, and discussing feature requests. Support also works closely with the engineering team to track down bugs and improve our documentation.

Responsibilities

• Solve complex customer support tickets via email often involving Linux servers, source code, and web application troubleshooting
• Effectively communicate technical information to customers and engineering groups
• Work proactively with customers on activities such as coordinating upgrades, communicating upcoming features, and ensuring their installation is running smoothly
• Identify bugs and improvements in our codebase
• You're expected to work during the normal working hours of your timezone

Qualifications

• Technical support experience (4+ years)
• General understanding of how modern web applications work
• Prior experience providing technical support for enterprise customers
• Excellent problem solving skills
• Experience using the command line
• Experience interacting with APIs and troubleshooting related requests
• Understanding client and server architecture for websites and web applications
• Familiarity with some flavor of production-level virtualization platform and/or cloud provider (e.g., VMware ESX, KVM, AWS, Azure).
• Previous experience performing Linux system administration and working experience with common tools like Docker, systemd, openssl, etc...
• Experience troubleshooting using stack traces and log files
• Enthusiasm for working directly with customers, and building a deep understanding of what makes their tools work
• Exceptional verbal and written organizational, presentation, and communication skills

Bonus points if you have...

• Worked closely with large complex customer accounts
• Prior experience with GitHub Enterprise Server or Enterprise cloud instances
• Familiarity with Git and GitHub
• Prior experience with helpdesk tooling such as Zendesk
• Ability to look through and understand code (Ruby / Bash / Go)
• Familiarity with Ruby on Rails
• Previous experience as a Linux System Administrator
• Previous experience providing on-site consulting or professional services