Customer Support Engineer

As a ServerHub Support Engineer you’re on the front lines of helping current customers troubleshoot active issues and concerns. This is both challenging and rewarding. Our mantra is built around the Customer Support experience, applicants who have a passion for and a proven history of achieving high customer satisfaction rates will excel in this position.

We are looking for problem solvers who can think outside the box, and aren’t afraid of going the extra mile to make a customer happy. Every little thing can give a customer a big smile. As a voice of the customer and a person who will be looked upon as a true guru, you will have the influence and opportunity to give customers insight on product decisions within the ServerHub Platform.

This is a Remote Position, with options of working at our Dallas offices.

What you’ll be doing:

Respond to help desk technical and product questions generated by our customers
Answer Tickets, Emails, Phone Calls and Live Chat
Write and document processes
Help write tutorials for our customers for reoccurring issues
Adhere to our 15 Minute SLA response times, with one hour resolution/updates
Learn and Adapt to the ServerHub platform, and adapt to rapid changes
Escalate to L2/L3 administrators Troubleshoot Linux (CentOS and Ubuntu), Baremetal Servers, Cloud Servers
Work collaboratively within a team setting via face-to-face and Internal Chat
Help Combat Fraud and Spam on our Platform
Collaborate with management and team to improve the Customer Experience
Communicate on current processes and assist in improvement suggestions

Things you’ll need:

Have strong English oral and written communication skills
+2 years as a front-line agent supporting software products
Be open to learning multiple products across multiple technologies at the same time
Be well versed in current software support practices and tools including troubleshooting, issue tracking, and ticket management
er Service is key
Passionate about technology and Customer Support
Basic understand of Linux or Technology
Experience on how web hosting and cloud hosting works
Strong identity with our brand and team culture
Strong analytical skills and pattern recognition
Prior experience in similar environments
Bonus Points:

Source Code: GitAutomation: Chef, Puppet
Virtualization: KVM, XEN, OpenVZ
Willingness to work in non-traditional business hours (nights or weekends)