XTN-E0CA810

We are looking for a proactive and reliable 1st Level Support Engineer to join our operations this role you will be the first point of contact for customer support tickets and will coordinate with on-site “smart hands” technicians in the data center. You will provide initial troubleshooting escalate issues when needed and ensure smooth communication between customers operations and engineering teams.

This position is on-site and is part of a 24x7 operations model with future potential for shift-based schedules.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Respond to and manage customer support tickets in a timely professional manner.
• Perform initial troubleshooting for Linux systems virtualization platforms and network-related issues.
• Coordinate with on-site data center technicians (“smart hands”) to execute tasks such as hardware checks cabling and device resets.
• Escalate issues to higher-level support or engineering teams as needed providing clear documentation.
• Monitor system alerts logs and dashboards to proactively identify issues.
• Contribute to internal knowledge base and process improvements.
• Ensure high standards of reliability accountability and confidentiality in all work.

• Must have 3-5 years of relevant experience
• Strong foundation in Linux system administration.
• Hands-on experience with Ansible for automation and configuration management.
• Understanding of virtualization technologies (e.g. KVM VMware or similar).
• Good knowledge of TCP/IP networking basics (routing DNS firewalls troubleshooting tools).
• Strong problem-solving skills with the ability to work independently and take initiative.
• Excellent written and verbal communication skills in English.
• Ability to coordinate effectively with remote teams and data center staff.
• Trustworthy reliable self-organized and able to handle sensitive information responsibly.
• Can work with minimum supervision.

• Familiarity with monitoring systems and alerting (e.g. Prometheus Zenduty).
• Familiarity with ticketing systems (e.g. Jira Zendesk).
• Experience working in cloud or large-scale infrastructure environments.
• Scripting knowledge (e.g. Bash Python).
• Working Conditions