Customer Support Engineer

CIQ believes in helping people do great things.  We do this by building strong communities for open-source software, innovating software infrastructure, and building the next generation of performance computing.  Our software stack consists of Rocky Linux the CentOS replacement, Apptainer the container solution of choice for HPC, Warewulf a provisioning and cluster management solution, and Fuzzball our next-generation performance computing platform that is a multi-cloud, multi-site, multi-cluster, and multi-node.

If you are interested in an environment built on ownership, diversity of thought, and pushing the limits of what is possible, then we would be interested in you.

POSITION SUMMARY

We are looking for a dedicated Tier 3 Customer Support Engineer that is responsible for resolving the most complex issues and ensuring that our customers' technical queries are resolved in a timely and satisfactory manner. In this role, your duties will include assisting customers with product installations, resolving queries via Jira, and escalating serious issues to the engineering team. The individual should exhibit quality oversight and work with the support management as well as other departments that are critical to the team's success. Additional responsibilities include but are not limited to:

• Providing customers with world-class support to worldwide clients.

• Working directly with engineering to troubleshoot and track issues for bug fixes.

• Troubleshooting support issues by asking customers targeted questions.

• Providing customers with step-by-step guidance to resolve technical problems.

• Following up on technical queries and providing prompt feedback.

• Prioritizing customer queries and escalating serious technical issues to engineering.

• Documenting error reports and monitoring performance metrics.

• Relaying product functionality feedback from customers to engineering.

• Creating product documentation and useful KB articles.

• Providing mentorship and training to new staff members in the organization.

NEEDED TO SUCCEED

Successful candidates will have interest and experience in Linux-based operating systems services. In-depth knowledge of cloud space administration such as Google GCP, AWS, Azure, and Oracle OCI. Strong analytical, problem-solving, and debugging abilities with experience using debugging tools such as strace, perf, and SOS reports. Exceptional written and verbal communication skills. Flexibility to work different shifts to provide world-class support. Available shifts include 8:00am-5:00pm and 4:00pm-1:00am. The ability to work independently as well as collaboratively in a remote team environment. A friendly, collaborative, humble, honest, and always striving to be better attitude.

EDUCATION AND EXPERIENCE
At least 5 years experience as a Customer Support Engineer or similar experience. At least 5 years of Linux OS administration and engineering on CentOS or RHEL. A proven track record of technical support with proficiency in remote desktop and helpdesk software (Jira Service Desk).

• Medical, dental, vision insurance (80% employer/20% employee)

• Flexible paid time off

• Employee stock options

• Remote work, no required travel for most positions.