Cloud Hosting Support Engineer  

At Packet, we're out to Build a Better Internet™. Our goal is to make it easier for online innovators to succeed with infrastructure as they push the envelope of performance and value for their users. We do that by removing complexity wherever we can: elegant software, simple pricing, and forward-looking solutions.

Our ideal hire is motivated by what we're doing as a company, and eager to contribute on the front lines interacting with customers, partners, and internal stakeholders to advance an awesome experience for our users.

Responsibilities

• Responsible for providing in-depth technical support to Packet's customer on both ticketing platform and live chat (Deskpro), as well as our community slack channel.
• In-charge of coordinating with our dev/eng team for any bug related or technical issues. Provide in-depth troubleshooting details through our issue/bug tracking tool (i.e. Jira)
• Perform daily troubleshooting and clean up for bare metal devices on both provisioning and de-provisioning queue.
• Provides internal documentation on mentorship for the Customer Support team.

PACKET CORE VALUES

The entire Packet team lives by a common set of core values. These are embedded in our approach to the market, our customers, and how we work with each other. We expect new members of the team to show evidence of this and help drive our culture and values across our ecosystem. Our core values are:

• Excited about leading our industry
• Driven, ambitious and persistent
• Find creative solutions to hard problems
• Effective at getting things done the right way
• Community minded and do the right thing
• Passionate about building a better internet
• High motivation to succeed
• Aptitude to learn about technology
• Willingness to take measured risks

• Excellent communication skills.
• Has a background in and passion for infrastructure - we're all about bare metal servers after all.
• You enjoy helping people succeed and finding ways to make it fun and easy for our users to utilize our platform.
• Strong understanding of Linux and DevOps fundamentals, and you have a passion for all things networking.
• At least 3 years experience as Linux Sysadmin.
• Familiar with different DevOps tools - Docker, Ansible, Terraform, Jenkins, etc.
• Familiar with different hypervisors - KVM, Hyper-V, ESXi, Xen, etc.
• Knowledgeable on OSI Layer, and has a basic understanding of BGP (routing protocol).
• Strong customer focus and enjoys problem solving.