Customer Support Engineer

Ends 19 Mar 2018 (in 3 months)

We're looking for strong technologists who are good at talking directly to customers.
Company: the award-winning PaaS solution is looking for a talented customer support engineer who is passionate about site uptime and happy customers.
Our customers run thousands of web applications in over 100 countries consuming 10s of thousands of CPUs on multiple public clouds. We were shipping containers before Docker, our sales team can explain the CAP Theorem. We can clone whole running systems, including the data, services, and networking in a matter seconds. The main API to operate and orchestrate our clusters of LXC containers is Git. We're hardcore technologists with equally hardcore customers. 
Our customers need top-notch support to master the fun. Can you explain the intricacies of command line tools? We run OEM PaaS services for famous brands like Magento Enterprise Cloud Edition and Sensio Cloud - can you help us build and run these vibrant software products?
As a Customer Support Engineer, you liaise with customers with concerns and feed the engineering team with feedbacks. You will also be essential for diagnostics and debugging of failing applications and systems, and you have a strong mandate to help us automate and streamline everything we do. You are periodically on call in case disaster strikes. You're our front line, and when our customers think of how great is, they think of you.
diagnose and debug failing applications and systems
respond to customer inquiries concerns and suggestions about our product in a timely manner
deploy and configure cloud resources
participate in on-call response to high priority tickets and incidents
troubleshoot issues pertaining to the infrastructure running customer applications
active participation to automation and streamlining projects
Must have: 
Extensive experience with web applications of various kinds. PHP, Node.js, and Python applications are especially important to our current business
Experience with IaaS solutions, such as AWS, Microsoft Azure
Excellent communication and presentation skills: demoing products, explaining value and fielding technical, process and business-related questions
Ability to do the job in exquisite written and spoken English
Deep understanding of complete, modern hosting stacks
Experience with CDNs
Knowledge of DNS
Understanding of SSL certificates and encryption
Ability to use Git
Nice to have:
Knowledge of Magento Ecommerce, Symfony, Drupal, eZ Platform, or Typo3
Relational database skills
Public speaking experience
Blogging or writing experience
Experience as a performing musician, competitive athlete, dancer, actor, scout, sailor, or magician
Ability to kick ass in Chess or Go
A passion for photography, painting, or home brewing beer

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