Technical Support Engineer

Who we seek:

A motivated and self-driven Technical Support Engineer to provide high-quality support to our enterprise customers, being their advocate in collaborating with our Sr. Support Engineers team to drive issues to resolution.  

What you'll do:

• Work closely with client stakeholders to triage and troubleshoot technical issues
• Evaluate implementation results, deploy solution components and workarounds, and participate in the product configuration efforts in order to meet clients' specific requirements
• Engage with multi-discipline internal and client teams to ensure successful resolutions within customers' environments
• Share knowledge of relevant technical areas at an applicable level of depth and detail within the Support organization
• Document and report product issues, enhancement requests raised in the field, and possible implementation flow improvements
• Participate in the team on-call rotation during weekends or holidays, a few times per year

What you'll bring:

• 2+ years of professional experience in information technology  in a customer-facing role - preferably involved in product implementation and hands-on technical activities within enterprise corporate environments
• An undergraduate degree in Computer Science, Information Technology/Systems, or other related technical disciplines. A graduate degree in a technical or business discipline is a strong plus. (Extensive professional experience may be considered in lieu of a formal degree.)
• Meaningful experience with installation, configuration and management of Linux-based Operating Systems, including basic shell proficiency (bash, sh, ksh, tcsk, etc.), experience with package management systems (apt/dpkg, yum/rpm, etc.), file archiving tools (tar, gz, zip, bz2), remote access and file transfer protocols (SSH, SCP, SFTP/FTP), file sharing technology (NFS, CIFS/SMB), and authentication frameworks (LDAP, Kerberos)
• Basic experience with some RDBMS, such as Microsoft SQL Server, Oracle Database, PostgreSQL, MySQL/MariaDB, IBM DB2, etc.
• Professional experience in Docker and Kubernetes deployments - an advantage
• Troubleshooting complex software issues, working from written and oral instructions as described by the Technical Support organization, sales organization, account managers and customers themselves.

Our Values:

We look for people who embody our values - Care, Do,Try & Shine.

•   Care - We care about our customers and each other
•   Do - We do what it takes to make a positive impact
•   Try - We try our best and we don't give up
•   Shine - We shine and make it our mission to always stand out

The annual base salary range is $95,000 - $120,000. Actual salaries will vary and are based on a candidate's qualifications, skills, and competencies. Salary is just one component of our Compensation Philosophy. Variable/Bonus Compensation & Equity Incentives align with individual and company performance.

BigBenefits: 

Work from home with a global remote-first community

Global Culture Corner

Flexible PTO and Quarterly Volunteer Days

  Equity Participation

100% employer-covered medical, dental, and vision options available to you

Additional insurance benefits like pet insurance and legal assistance 

Learning & Development Opportunities 

Fidelity Employer Sponsored 401K 

Robust DEI Program with several vibrant ERG communities

Paid Parental Leave

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