Support Engineer- Atlanta region

Do you enjoy solving problems? Are you experienced or trained in Ubuntu Server, Debian or Splunk Enterprise? Would you like the opportunity to join a fast growing company? Are you ready, willing, and able to work onsite in the downtown area of Atlanta ( Near 285 and 400 )

IF you answered yes to the questions above, please keep reading.

This may well be the "cool position of the month" for LXI. We have an exciting full time opportunity with one of our clients who is looking for someone like you for some very challenging work!

LXI is conducting a search for a full time support engineer with one of the larger commercial companies. This is a high visibility role with challenging work, good pay, and benefits. The role will likely come with an emphasis on learning new technologies.

On-site position at the Customer Site in Atlanta, GA

If you love learning something new all the time and it makes your day when customers and colleagues thank you for your help, this may be the job for you. We are rapidly expanding and are looking for talented professionals with a passion for working on the next generation of Ubuntu solutions for our customers.

JOB DESCRIPTION

Our client is in the process of creating an enterprise-scale cloud environment, based on Ubuntu Server and its associated container technologies, for a large commercial customer in north of Atlanta, Georgia.

They are seeking a dedicated Support Engineer who must be a self-motivating and self-managing person who can learn complex technologies quickly. The Dedicated Support Engineer will be on-site embedded within the customer team and be accountable for providing an outstanding technical support experience to our customer.

Your duties will include acting as the primary point of contact for all support issues, as well as providing Ubuntu Server and Cloud expertise to the customer. This allows the customer to gain proactive support and services as an integral component of the engineering team. The Dedicated Support Engineer will be directly available to the client with the assistance of a Project Manager and the Support & Technical Services team. Each day you will have to make judgment calls regarding your ticket queue, prioritizing it to maximize your effectiveness while setting aside time to learn about our new products and technologies. You will also participate in various training sessions, team gatherings and Company events.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

Take ownership of new support cases via telephone, email and Web.

Qualify a customer inquiry by collecting the relevant facts.

Investigate issues reported by customers by doing your own research and involving others on the team as necessary.

On-site customer support working to resolve complex customer problems related to Ubuntu OpenStack technologies, Juju, MAAS, charms, container technologies (LXD, Docker, Docker Swarm) as well as general Ubuntu Server issues.

Manage support escalations and issue prioritisation, acting internally as a customer advocate.

Provide architectural design and recommendations for Ubuntu and related technologies (MAAS, Juju, Landscape, container technologies, etc.).

Act as the named, dedicated contact for support issues for the customer.

Participate in regular calls with customer to discuss project direction.

Liaise with various engineering teams to triage and resolve customer issues.

Ensure that each support case owned by you is handled as per our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.

Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.

Contribute your findings to a common knowledge base and keep it up to date.

Gain subject matter expertise in one or more domains.

Ability to travel internationally up to 20% of the time.

Capable of placing servers in top of racks

TARGET SKILLS & EXPERIENCE

Minimum 5 years experience of supporting Linux systems in enterprise environments.

Senior Level Linux Professional LPIC-3 (or equivalent) certification or experience.

Direct experience working with Docker (Engine, Compose, Networks, Storage, Images etc ) and Docker Swarm orchestration.

Extensive experience with OpenStack using ceph as block storage, virtualization and other Cloud technologies.

Automated Linux provisioning and advanced configuration.

Advanced system administration tasks (auditing, monitoring, logging, performance tuning, capacity planning, etc.).

Advanced troubleshooting (up to core dump analysis and kernel dump analysis desirable).

Demonstrable expertise in one or more of the following areas:

Advanced storage (CEPH, RAID, LVM, SAN, file system tuning, etc.)

Advanced networking (bonding, firewalling, bridging, switching, network file system tuning, etc.)

Clustering, cloud computing (provisioning, monitoring, orchestration, etc.)

Linux integration with other environments (authentication/directory services, network file systems, etc.)

Open Source software development.

Development level and troubleshooting experience with at least 2 programming languages like Bash, C, Python, GO, etc .

Ability to manage multiple issues and projects while maintaining a high level of detail.

Experience managing customer relationship: consulting, account management, or direct support.

Experience with Ubuntu or Debian. Must be able to understand Ubuntu OS bugs and advise on next steps, acting as a generalist when necessary.

Strong networking and social skills, good relationship building abilities, process driven, able to manage multiple work streams, good prioritisation, independent.

Ability to learn quickly, thrive on change and handle the pressure of a customer and partner facing role, meeting delivery goals and timelines.

Excellent verbal and written communication skills in English.

DESIRED SKILLS & EXPERIENCE

Debian packaging experience and knowledge of Ubuntu development processes.

Direct experience with MAAS and Juju.

Familiarity with server automation tools (e.g. Chef, Puppet, Ansible etc)

Proven Open Source development skills using current and accepted open source tooling and troubleshooting methodologies.

Familiarity with Open Source process and community practices required as well as familiarity with Open Source business model desirable.

Proficient with additional programming languages other than Bash, C and Python (Perl, Ruby, JavaScript, Go, etc.).

Familiarity with Splunk Enterprise.

Knowledge of Operating Systems other than Ubuntu.

Fluency in languages other than English

This role will require a clean criminal record and background check

If you meet these qualifications, and remain interested, please complete a FULL profile here as soon as possible. Job Reference is 8013101. Someone will be in touch shortly to discuss your application and the possible fit.

If you have problems with the application, please contact me directly at MikeC@LXICo.com or 720-271-1663.