Linux Support Engineer
CurrentThe support Engineer is responsible for the initial handling of tickets and ensuring that customer inquiries/issues regardless of the product line get off to a successful start. The Support Engineer will gather information for a ticket, search for resolution in the documentation, review known error/bugs database, and work for a quick resolution. Where a resolution is not possible (SLA impact or skills lacking), the Support Engineer will escalate the ticket to a higher level. This role acts as being the face of the company, representing the Global Services organization.As a result, a Support Engineer is responsible for exhibiting the most positive impactful first engagement with the customer, providing an effortless customer experience, and demonstrating strong technical skills as well as listening/understanding skills and empathy.Support Engineers are well familiar with internal policies and procedures as well as with external and internal technical documentation. Support Engineers help manage and contribute to the knowledgebase documentation.
