Technical Services Engineer - Linux at Catchpoint

We are looking for a web savvy, energetic, motivated & experienced Technical Engineer for our Enterprise nodes SME team. This is a critical role for Catchpoint. It involves troubleshooting & fixing issues with our Enterprise Node product for our customers across the globe.  

Our product is highly technical - it's a SaaS product with an on-premises, enterprise component that our customers deploy in their corporate IT environments.  The Enterprise Technical Support Engineer is expected to have sharp analytical skills as well as in-depth technical expertise to be able to troubleshoot different aspects of our customers’ complex IT environments (that our product would be a part of). This individual must have passion & energy to work in an entrepreneurial, fast paced environment.  

What will success look like in this position?

The TSE becomes the product expert who leverages Linux expertise to troubleshoot issues from the clients and demonstrates genuine commitment to providing top tier support. The TSEs are able to continuously learn and adapt to new technologies and features, proactively identifying opportunities for improvement and collaborating with different teams to enhance the product and services.

Responsibilities

• Facilitate, follow, enforce, and improve the overall enterprise escalations process. 
• Lead enterprise escalation resolution effort - requires extensive analysis, troubleshooting and possibly, collaboration with product development teams. 
• Investigate both platforms (OS, infrastructure, network, etc.) and product issues. 
• Analyze complex customer technical problems and resolve them promptly, as per SLAs.
• Work with support and product teams to update knowledge base documentation. 
• Assist other engineering teams with testing and validation, as needed. 
• Serve as a senior resource / subject matter expert (SME) for other team members or internal customers. 
• Conduct detailed root cause analysis to identify the source of the issues & come up with solutions to permanently resolve them.
• Help guide and educate team members.
• Proactively anticipate and resolve problems. Create processes to support change. 

Required Skills & Qualifications 

• Minimum 2 years of Linux experience working with client environments.
• 2-4 years of IT operations experience with a focus on Linux Administration.
• Working experience administering Linux OS – preferably RHEL or CentOS
• Virtualization and containers (Docker, Kubernetes, Cronjobs,YUM,etc.)
• Knowledge of Shell scripting
• Knowledge of automation frameworks (Ansible, Salt, etc.)
• Knowledge Log Analysis (event logs, audit logs, application logs, etc.)
• Network Infrastructure & Security. - VPN, DNS, VLANs, and Firewalls 
• Network protocols - DNS, TCP/IP, DHCP, HTTP/s, SSL 
• Working knowledge of Enterprise Server Platforms is a plus