Technical Support Consultant

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September 30

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Loadbalancer.org

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We work with tech vendors, channel partners, and IT Managers to keep critical systems running 24/7, ensuring zero downtime for the end user. Our Application Delivery Controllers (ADCs) are built on open source technology and we are strong advocates of this amazing community.

51 - 200 employees

📋 Description

• Deliver enterprise-level technical support to customers via email, chat, phone, and remote support tools. • Investigate, diagnose, and troubleshoot technical issues reported by customers. • Respond to tickets in the helpdesk and handle issues through to resolution within agreed time limits. • Ask targeted questions to quickly identify root causes and provide prompt, accurate feedback to customers. • Escalate unresolved issues to internal teams (e.g., software developers) when appropriate. • Build lab environments and test products for upcoming releases. • Refer to internal databases and external resources to provide accurate technical solutions. • Work collaboratively with colleagues to investigate issues and share knowledge. • Ensure all issues are properly logged and prioritise/manage multiple open issues simultaneously. • Document technical knowledge in notes and manuals and spend allocated time on projects, research, and self-directed learning.

🎯 Requirements

• Excellent customer service skills and ability to deal with customers professionally and friendly manner. • Knowledge of networking (TCP/UDP, routing, NAT, firewall configuration, etc.). • Knowledge of the Linux operating system (filesystem structure, commands, services). • Knowledge of typical Microsoft applications (Exchange, RDS, SharePoint) and Microsoft Windows Server operating systems. • Excellent written and verbal communication skills in English. • Prior experience with load balancing (beneficial). • Scripting capability (Bash, Python, PowerShell) (beneficial). • Working knowledge of common virtualisation platforms (VMware, Hyper-V) (beneficial). • Working knowledge of common cloud platforms (Amazon AWS, Microsoft Azure) (beneficial). • Understanding of WAF (mod_security) rules, GSLB, PBR (beneficial).

🏖️ Benefits

• Working as part of an outgoing and friendly team. • Exciting opportunity to develop new skills in a dynamic environment with a global customer base. • Being part of a company that genuinely cares about our customers and staff. • Plenty of time allocated for projects, research, and self-directed learning. • Remote consultancy role