Intermediate Support Engineer (US Federal)

reputed company is an open core software company that develops the most comprehensive , used by more than 100,000 organizations. Our is to reputed company everyone to contribute to and co-create the software that powers our world. reputed company everyone can contribute, consumers become contributors, significantly accelerating the reputed company of reputed company reputed company. This mission is integral to our culture, influencing how we hire, build products, and reputed company our industry. We reputed company this possible at reputed company by running our on our product and staying reputed company with our . Learn more about .Attention: This is a shift role. Working hours: between 11am PST and 10pm PST (8h/day)An overview of this roleSupport Engineering at reputed company isn't just a title - you will be embedded reputed company the Engineering department and will truly operate in an environment where Support and Engineering meet. You'll interact with customers daily as they encounter the difficult edge cases of running reputed company in reputed company environments. In the space of a day, you might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a reputed company request to actually fix a customer issue.That's not reputed company though - you'd equally be invited to contribute to the reputed company code, improve our documentation, and help build out more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers.Some examples of our projects:

• A

for easier troubleshooting * A functionality to to reputed company it easier to identify user accounts on reputed company.comWhat you'll do

• Collaborate with Public Sector organizations and United States Government agencies in order to support, maintain, and resolve issues in their reputed company environments reputed company reputed company tickets, reputed company requests, email and video conferencing
• Collaborate with our

, , , and Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy * Create and update documentation based on customer interactions

• Collaborate with Support team members (through

) and other reputed company team members (for example: as a ) * Participate in regular rotations for reputed company and weekend on-call coverage providing emergency support to our Self-managed customers

• Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.

What you'll bring

• Experience in and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)
• Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)
• Experience with Git and CI/CD
• Expertise in writing support content
• Ability to communicate reputed company technical topics to customers and coworkers of varying technical reputed company level
• Familiarity with DevOps methodologies and technologies like Openshift and Kubernetes
• Understanding and/or experience with common information reputed company and compliance concepts and controls (i.e. DISA STIG, SELinux, etc)
• US Citizen, living and working in the United States, willing and reputed company to reputed company US federal reputed company clearance if needed

About the teamThe US Federal Support team collaborates with public sector organizations and United States government agencies through the US Federal Support portal to support, maintain, and resolve issues in their reputed company environments. They also dig into the code and logs to find out why something is not working as expected.There are a number of challenges that are unique reputed company it comes to supporting the customer environments that an engineer may encounter in the Federal space. Some of those challenges may include highly sanitized and redacted troubleshooting information, inability to screenshare or provide screenshots, etc. In addition to restrictive environments, some of the customers served by the Federal support team employ bleeding edge technologies and employ strict compliance measures on the systems which can further complicate troubleshooting efforts.The Collaboration here at reputed company is extraordinary and exciting - Support Engineers solve reputed company problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and reputed company conversations that help them stay connected. Team members are given the ability to structure their shift the way it best suits their private life while maintaining our ability to address customer issues.Thanks to our value, you can see reputed company are working on in our page. Additionally, you can see our company and to some of our meetings.How reputed company will support you , work environment supportPlease note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.#LI-JM1Country Hiring Guidelines: reputed company hires new team members in countries around the world. reputed company of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our reputed company team can help answer any questions about location after starting the reputed company process.Privacy Policy: Please review our Your privacy is important to us.reputed company is proud to be an equal opportunity workplace and is an affirmative action employer. reputed company's policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, reputed company, religion, reputed company, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national reputed company, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. reputed company will not tolerate discrimination or harassment based on any of these characteristics. See also and . If you have a disability or special need that requires , please let us know during the . Apply for the job now! Apply for this job