Customer Engineer

Our Client's company is the world’s digital infrastructure company. Digital leaders harness our trusted platform to bring together and interconnect the foundational infrastructure that powers their success. With company's Digital Services, we empower our customers with fully automated bare metal and networking to access all the right places, partners, and possibilities they need to accelerate advantage.

We are looking for a Technical Specialist to join our Customer Engineering team. As a Customer Engineer, you will be a key member of our global customer facing team, helping SysAdmins, Site Reliability Engineers, and Network experts drive outcomes using our platform.

As a Customer Engineer, you serve as a technical partner to our customers, helping to accelerate their efforts to build solutions on top of company's Digital Services. To do this, you’ll need to draw upon your experience with networking, and systems administration. This role requires both technical and communication skills including general troubleshooting; network performance testing; and a desire to engage with stakeholders across a variety of mediums — from live chat and Slack, to our ticketing system.

The ideal candidate will have a strong infrastructure background as well as comfort and interest in cloud-native technologies such as Kubernetes. You will join a collaborative, global and cross-functional organization that includes all aspects of customer engagement and management. 
Join us and play a key part in establishing company at the forefront of developer-led infrastructure!

What You’ll Do:
 As a Customer Engineer you will:

• Be responsible for providing technical support to company's Digital Services customers through a variety of platforms such as
  • Email / tickets
  • Live chat
  • Private and public Slack channels
• Provide support to new and existing customers, including:

• Responsibility for queue sanitation, ticket triaging, troubleshooting and resolution.
• Follow-up with customers and relevant stakeholders throughout company's Digital Services.

• Be an expert resource on company's Digital Services:

• Ensure familiarity with all aspects of the company's Digital Services platform.
• Constantly expand your knowledge of common use cases and deployments.
• Understand and practice with company's Digital Service’s API

• Support customers and operations team members:

• Observe and help to lead incident management protocols.
• Serve as a communication lead as needed during customer-impacting events.
• Provide relevant details to sales, account, product, and operations teams.

• Ensure excellent documentation to enhance self-service
  • Provide content and edits to our public facing documentation.
  • Provide content and edits to internal documentation to support Standard Operating Procedures (SOPs), team training and employee onboarding.

• You have excellent communication skills.
• You have a background in (and passion for) physical and cloud infrastructure.
• You enjoy helping people succeed and finding solutions to difficult technical challenges.
• You have deep (3+ years) experience with Linux, including L2 and L3 Networking (CISCO related, Networking Concepts, CCNA)
• Network Function Virtualization i API (nice to have)
• You are familiar with different DevOps tools such as Ansible and Terraform (commercial experience is nice to have but theoretical knowledge is a must)
• You are familiar with various public and hybrid clouds (AWS, GCP, Openstack) (fundamental trainings + understanding of concepts is enough)
• You are familiar with incident management.
• You are a natural leader, helping to educate and develop those around you.
• You are willing to work on a holiday and rotational shift.

• Demonstrate a balance of humility and ambition
• Curious about technology and solving customer problems
• Excellent communication skills (written English)

• Hybrid work: 2 days in the office, 3 days remotely (Warsaw)
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