Job Description
Perform daily case activities with meticulous adherence to established guidelines, SOPs, and internal workflows, ensuring thoroughness and accuracy.
Deliver outstanding customer support through strong professional communication, comprehensive technical knowledge, and advanced troubleshooting to effectively resolve diverse technical challenges.
Efficiently and quickly analyze reported issues to identify root causes and key problem areas, then communicate clear, concise, and effective corrective actions and resolutions to customers promptly and professionally.
Collaborate with support engineers, cross-functional internal teams (e.g., development, product management), and external partners as needed during problem resolution to ensure comprehensive and efficient solutions.
Document all diagnostic steps, contributing to knowledge base articles and reusable solutions for efficient future incident resolution and team knowledge enhancement.
Proactively pursue personal and professional growth by continuously expanding product knowledge, refining technical skills, and obtaining relevant industry certifications to enhance expertise and contribute to team capabilities.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Minimum 3 years of Linux systems administration expertise, encompassing fundamental commands, user management, installation procedures, networking, firewall configuration, security measures, clustering, web server management, and database knowledge
Proven ability to grasp general Linux principles and a comprehensive understanding of product suite and their functionalities
Proficient in utilizing Linux command-line tools, with a strong emphasis on bash scripting, cURL, kernel crash analysis, strace, Wireshark, and Git
Excellent professional communication skills, capable of interacting respectfully and efficiently with customers, partners, third-party vendors, and colleagues
Self-motivated with sound judgment and effective decision-making abilities
A strong interest in system troubleshooting, problem resolution, issue investigation, and root-cause analysis
Ability to manage multiple tasks effectively and perform well under pressure
Relevant industry certifications are desirable, and a willingness to pursue the Red Hat Certified Engineer (RHCE) certification is expected
Bachelor's degree in a relevant technical discipline
Flexibility to cover evening or weekend shift duties on a rotating basis as needed
Nice to Have Skills & Experience
A degree in Engineering, Information Science, or Computer Science
Relevant experience as a support or development engineer for a PaaS provider or hosting service, or with hosted applications or large-scale application deployments
Working technical knowledge of other products (Ansible, IdM, Satellite)
Development-level experience with programming languages (Go, AngularJS, Python, .NET, C)
Existing Red Hat Certification credentials
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.