Linux Support Engineer

JetRails•Des Plaines, IL

12d•Remote

About The Position

About US JetRails is a hosted infrastructure provider for mission-critical web applications. Our clients run multi-million dollar e-commerce stores and cutting edge web apps. It’s our job to keep them online. With hundreds of millions of dollars on the line, we take our job very seriously. We live and breathe speed, security, scalability, and strategy for web infrastructure. Oh, and we’re serious about having fun! We learned long ago that without that magic ingredient, work feels too much like… work. Cutting edge infrastructure is never boring. While relentlessly pursuing 100% uptime, we learn, earn, work with smart and motivated teammates, and generally have a great time. All this in a relaxed easy going culture, lacking office politics with a laser focus on customer happiness. We’re a motley crew of tech geeks, gamers, and fun-lovers. We’ve been around since 2000, when we started life as eBoundHost offering shared, dedicated and virtual hosting services. We’ve been a stable, profitable and growing company since the beginning. About You You’re excited by the idea of a meaningful role with a company that values and retains its talented teammates (you guessed it, that’s us!). You insist on a work environment that’s fun and dynamic, where your coworkers respect and value each other. You have opinions on how to make things better, and want to be heard and encouraged. You don’t sit around waiting to be told what to do - instead, you figure out where you can add value and start pitching in.

Requirements

1+ years of experience in customer service/technical support via phone or ticketing system
Experience as System Administrator, or End User of a Linux Operating System
OS: Ubuntu, CentOS, CloudLinux
Fundamentals: DNS, Networking, IP routing
Database: MySQL, Control Panel: cPanel, AWS
Experience with troubleshooting in multi-user environments
Hands-on experience working with AWS (EC2, CloudWatch, AutoScaling, etc)
General understanding of networking (TCP/IP, DNS, Routing, E-Mail)
Demonstration of independent thinking and decision-making abilities
Ability to multitask, adapt to changes quickly, and to prioritize work
Excellent communication, availability and interpersonal skills
Strong troubleshooting skills in a fast-paced environment
Open to 24/7 support environment
Availability to possibly working weekends
Availability to working overnight shifts
Energy, drive, enthusiasm and determination
Yearns for the best outcome and looking towards the positive
Team focused - looks to the success of the whole and see the bigger picture
Desire to go above and beyond
Willingness to learn

Responsibilities

Provide technical support for customers via phone, ticket system or messenger.
Provide support in a wide range of advanced Linux and AWS server management issues
Use critical thinking skills to identify and resolve technical problems
Maintain effective communication with internal and external channels
Provide short-term resolutions and develop preventative measures for the longer term
Monitor server alerts for any performance issues and address them appropriately
Help create internal documentation as well as customer facing knowledge base
Assist in onboarding, training and mentoring new team members
Keep up to date with relevant technologies