Technical Support Engineer
Socialtext - Palo Alto, CA

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Socialtext, an award-winning social software company, is looking for a high energy Technical Support Engineer. This person will have basic knowledge of the Linux operating system, SQL databases, and LDAP. Our ideal candidate will need to love assisting enterprise customers in solving their issues in a timely manner and be able to interact well with people of all levels of technical sophistication over email and telephone.

We are looking for a team member who can contribute to solving problems and helping Socialtext and our customers be successful. This is a unique contributor position that allows an individual to influence everything from product design and layout to the technology that is "under the hood". Are you up for a challenge?

Responsibilities

Manage Linux server environments using the command line interface to troubleshoot issues.

Answer request tickets from enterprise customers (both administrators and end users) via email, telephone, and remote desktop tools.

Address urgent issues quickly efficiently by involving the appropriate resources.

Work with developers and quality assurance teams to identify and resolve the more complicated problems.

Document frequent issues and/or scripted processes.

Document required bug fixes, end-user feature improvements, and operations feature improvements.

Study and develop a deep understanding of our products. Maintain that understanding as the products evolve

Requirements

2-3 years experience with Tier 1-2 support of enterprise customers.

Knowledge of LAMP stacks.

Basic Linux/Unix, Apache/NGINX, and LDAP skill sets.

Working knowledge of either postgresql or mysql.

Basic Perl scripting ability.

Demonstrated solid judgment and customer instincts in managing problem resolutions and escalations in prompt professional manner.

Excellent communication, problem solving and troubleshooting skills.

Ability to rapidly gain and maintain in-depth knowledge of the Socialtext application.

Aptitude for streamlining process to make one's job more efficient.

On call availability (rare)

Legal right to work in the U.S.

Location

Position ideally based in Palo Alto, CA, with ability to work East Coast business hours

Off-site work arrangements considered for exceptional candidates with access to office space conducive to focused work attention and professional phone conversation

Socialtext provides full benefits, pre-IPO stock options, and a competitive compensation package.

To Apply

To apply, please forward cover letter and resume. Resumes without a cover letter will not be considered.

Job Location(s)

Palo Alto, CA, US

Website

www.socialtext.com

Omidyar Networks - 2 years ago - save job