5+ years of experience with Linux and the command-line interface (CLI)
Strong knowledge of cloud infrastructure, virtualization and hosting technologies (Linux, networking, DNS, web servers, databases, containers, APIs)
Proficiency in coding to troubleshoot issues and automate workflows
Experience with Problem Management and strong problem-solving abilities
Requirements:
Investigate and troubleshoot complex technical problems and provide root-cause analysis
Liaise with internal teams to reproduce issues and resolve problems while driving improvements across systems and processes
Act as the highest technical escalation point within the Support team and mentor junior staff
Participate in customer discussions requiring technical leadership and contribute to hiring and onboarding of new technical support staff
Job description
Exoscale is the leading Swiss/European cloud service provider.
With services covering the full cloud infrastructure spectrum - from fast deploying virtual machines to S3 compatible object storage - Exoscale provides a simple and scalable experience in order to let its clients focus on their core business.
Join a dynamic working environment with a cutting-edge distributed team based in Lausanne. Exoscale strives to create an environment with great working conditions and welcomes diverse applicants.
As part of its current European expansion as well as in order to provide best in class services and experience to its growing customers, Exoscale is recruiting a Senior Support Engineer to reinforce its customer support team, remotely in Europe.
Some of the challenges you will be working on:
Investigate and troubleshoot complex technical problems
Provide root cause analysis and high-quality technical support
Liaise closely with internal teams to reproduce and resolve issues
Identify trends or recurring technical issues and drive improvements across systems and processes
Identify areas for improvement and propose solutions to make our products and services better
Act as the highest technical escalation point within the Support team
Mentor and coach support team members on technical skills
Participate in customer discussions where special care, coordination and technical leadership are required
Participate in hiring and onboarding new technical support staff
Review and improve support playbooks, KB articles and troubleshooting documentation
Ideal candidates:
Have min. 5 years experience with Linux and CLI
Have strong knowledge of cloud infrastructure, virtualization and hosting technologies (e.g., Linux, networking, DNS, web servers, databases, containers, APIs)
Have good technical knowledge in building, deploying and maintaining cloud services
Apply coding proficiency to troubleshoot issues and automate workflows
Have experience with Problem Management and Problem-solving
Have excellent communication and interpersonal skills
Are Comfortable with English and German (Spanish, Italian or French is a plus)
Are curious, autonomous and embrace learning new things everyday
Are team players and are comfortable working in a distributed team
Have strong sense of ownership and accountability
Have customer-centric mindset with a calm, structured approach under pressure
Have previous experience as a senior support engineer and technical mentor
What we offer:
Flexible working hours
Autonomous working conditions with a lot of freedom to create and challenge
Collaborative culture, working alongside talented engineers in a supportive environment
Team events as well as training and further education
Candidates who are not familiar with all the topics above but willing to learn are encouraged to apply.
