Socialtext
United States, California, Palo Alto
Salaried employee
Full time
* 2-5 years experience with Tier 1-2 technical support, serving enterprise customers * 2-5 years experience as a system administrator, or similar enterprise IT management experience * Working knowledge of Linux/Unix, Apache, Web, DNS, LDAP, and SMTP * Working knowledge of Perl, Javascript and HTML * Excellent communications skills, both written and verbal * Demonstrated problem-solving/troubleshooting skills and judgment in managing problem resolutions and escalations * Ability to effectively juggle and prioritize multiple tasks. * On-call availability outside work hours for Priority 1 issues. * Legal right to work in the U.S.
Do you have a passion for social software? Are you resourceful and able to create novel solutions to difficult problems? Can you patiently walk a customer through a technical process over the telephone and keep a smile on both faces? Does the thought of a black and white screen and a blinking cursor make you want to dive in? Socialtext, an award-winning social software company, is looking for a high energy, full time technical support representative. The ideal candidate will have basic knowledge of the Linux operating system, web technology, Perl, and LDAP. You love helping people use computers and web technology, and be able to interact well with people of all levels of technical sophistication over both email and telephone. Responsibilities * Triage, troubleshoot, and address Tier 1 and Tier 2 support issues for Socialtext enterprise customers * Manage Linux server environments and use the command line interface to troubleshoot issues * Accurately identify root causes, including causes outside the Socialtext product itself (e.g., data irregularities in client LDAP directory) * Recognize exceptional issues and escalate to Engineering Team; work with Engineering to document and resolve * Recognize repeated patterns in support requests and document for future enhancement * Codify frequent issues into documented or scripted processes * Remain on-call outside of business hours in case of Priority 1 customer issues