Technical Support Engineer
Abstra
•Remote
About The Position
The Technical Support Engineer is the first point of contact for customers seeking assistance with the platform, responsible for troubleshooting common technical issues, guiding users through operational tasks such as server reboots and firewall configuration, and ensuring timely resolution or structured escalation when required, working closely with Engineering and Infrastructure teams and maintaining full ownership of the customer experience from initial contact to final resolution.
Requirements
- Bachelor’s degree in computer science, Information Technology, or related field preferred.
- 1–3 years of experience in technical support, help desk, or customer-facing technical roles.
- Working knowledge of Linux command line including file navigation, process monitoring, and log review.
- Understanding of networking fundamentals such as IP addressing, ports, DNS, and firewall concepts.
- Experience working within ticket management systems and SLA-driven environments.
- Strong problem-solving skills, clear written and verbal communication abilities, and the capacity to work effectively in a structured 24/7 support model.
Nice To Haves
- Experience supporting cloud or IaaS platforms
- Familiarity with virtualization or server concepts
- Exposure to APIs or command-line tools
Responsibilities
- Provide first-level technical support via ticketing system, Slack, or email.
- Assist customers with platform-related tasks including server reboots, firewall rule setup, network configuration, and system status checks.
- Identify issues requiring escalation to Engineering or Infrastructure teams.
- Provide detailed and complete escalation summaries including business impact, troubleshooting steps performed, relevant logs, and reproduction details.
- Maintain communication ownership with the customer throughout the escalation lifecycle.
- Contribute to internal and external knowledge base articles to reduce repeat issues and improve efficiency.
- Participate in shift-based 24/7 coverage including weekends and holidays as required.
- Meet defined SLAs for first response and resolution time.
- Execute clean shift handoffs that include ticket status, customer impact, and next required actions.
Benefits
- Flexible working hours and remote work options.
- Opportunities for professional growth and development.
- A collaborative and inclusive work environment.
- The chance to work on impactful projects with a talented team.
- Excellent compensation in USD.
- Hardware and software setup.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
