Remote Customer Support + Linux + Operational Jobs

\nCarbon Black is now part of VMware.\n\nWe are looking for a Technical Support Engineer that is hard-working and committed to customer success.  The Technical Support Engineer (TSE) should be comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa.  This is an excellent opportunity to join a dynamic and fun Technical Support team. You will have significant career growth and opportunity with a company that has grown 100% year over year for the past three years!\n\nThe TSE is part of a team that is the first line of contact for customers experiencing issues with installation, configuration, operation and management of VMware Carbon Black solutions. They are, in many ways, the post-sale “face of VMware Carbon Black” and must be passionate about helping our customers solve problems.\n\nThe TSE will field queries via phone, email and web portal of the CRM solution. Queries will range in complexity from “how to” questions through involved debugging and forensic efforts when tracking down operational anomalies. The ability to visualize problems remotely is key to being successful in this role along with excellent analytic and troubleshooting skills. This is a great opportunity for someone with a background supporting commercial software that has a passion for diving into complex technical issues and also has an interest in building their Security expertise! \n\nWe have an incredibly talented team and a performance-based and collaborative culture. You will be able to learn from some extraordinary colleagues and leaders as well as bring your own talents and ideas to the team to help us continue to grow the offerings.\n\n\nThis position is available to all U.S. locations.\n\nEssential duties & responsibilities:\nTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned to meet business needs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\n\nWhat you’ll do:\n\n\n* \n\nProvide exceptional customer service while responding to phone, e-mail and online requests for technical support\n\n\n* \n\nRepresent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle\n\n\n* \n\nAssist customers in the installation and deployment of VMware Carbon Black’s software products\n\n\n* \n\nTrack and monitor all support cases to ensure timely resolution and follow-up\n\n\n* \n\nClearly identify, document, and find solutions for customer issues and product problems\n\n\n* \n\nEscalate critical customer situations to the appropriate level of management and engineering expertise\n\n\n* \n\nCommunicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base\n\n\n* \n\nParticipate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledgebase\n \n\n\n* \n\nModel VMware core values: Execution, Passion, Integrity, Customers and Community\n \n\n\n\n\n\nWhat you’ll bring:\n\n\n* \n\n3+ years relevant experience supporting a distributed software technology in a Windows and Mac, or Linux environment, ideally an agent based product\n\n\n* \n\nPreferred OSX or Linux platform experience with supporting technologies/products\n\n\n* \n\nOperational experience with SQL technologies a plus\n\n\n* \n\nExperience in the enterprise security space\n\n\n* \n\nExperience supporting multiple, simultaneous engagements\n\n\n* \n\nFamiliarity with software distribution, patch management, and anti-viral technologies\n\n\n* \n\nGood analysis and debugging skill\n\n\n* \n\nAbility to function as an individual contributor and/or a member of a team\n\n\n* \n\nAbility to work a day shift with possible responsibilities a few times a year for an on call after hours rotation\n\n\n\n \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to Engineer, Customer Support and Linux jobs that are similar:\n\n $70,000 — $120,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n

\nPioneering advancements in blockchain technology infrastructure, Blockstream is the leading company extending Bitcoin at the protocol level to support a broad range of new asset types and financial markets. Blockstream supports values of decentralization, privacy, end-to-end security, user control, and open, permissionless innovation.\n\nAs a DevOps / Production Support Engineer you will be responsible for all aspects of operational maintenance and incident response for a 24x7 mixed cloud and bare metal Linux production operations environment. You will oversee day to day deployments, ensuring that service SLAs are met, and responding to outages as necessary.\n\nIdeally, you have experience in both formal operational roles -- a NOC  or equivalent environment -- and in startup DevOps or SRE roles. You will have the ability to work creatively within a standard set of operational guidelines. You thrive on well-defined process and you are proactive about ensuring that operational process bridges the gap between expectation and real-life experience.\n\nYou will enjoy a fast-paced creative atmosphere of a well-funded FinTech Series A startup, multitude of growth opportunities, excellent compensation and benefits, flexible working schedule, and an option for telecommute.\n\n*** A strong preference is given to the candidates living in Europe or in Asia.\n\nResponsibilities:\n\n\n* Oversight of Operational Environment: You will be responsible for being aware of the state of a running system and being familiar with every piece of it; you will be the first person to notice indications of operational anomalies and be capable of responding proactively well before an incident becomes service affecting.\n\n* Change Management: You will be responsible for managing changes to the running system in order to maintain SLAs. You will work closely with Engineering to track changes during development, at the point of deployment, and in production.\n\n* Ownership of Infrastructure: You will own, as part of the Production Services team, the infrastructure required to maintain production services, including monitoring and notification services, network infrastructure, and cloud service accounts.\n\n* Engineering Support: You will support ongoing Engineering efforts and provide input into systems design in support of SLAs. You will provide Engineering with day-to-day technical support and provide support for development environments.\n\n* Customer Interactions: You will act as the primary liaison with external customers in relation to production business-to-business services and will maintain relationships with vendors and service providers.\n\n\n\n\nRequirements:\n\n\n* 5+ years of experience in a formal operational environment (Data Center or ISP NOC or equivalent)\n\n* Understanding of operational responsibility and ability to own running services with little oversight.\n\n* Ability to perform all aspects of Unix / Linux server administration in Cloud and bare metal environments.\n\n* Exert Shell scripting skills\n\n* Strong Cloud experience (AWS, Google Cloud Services, Azure)\n\n* 24x7 Operations Experience\n\n* Security Orientation: genuine enthusiasm for all aspects of security -- network, physical, operational.\n\n* Comprehensive understanding of security practices in a distributed environment.\n\n* Ability to work with Software Engineering to ensure operations-focused systems design.\n\n* Experience with a subset of languages: Python, Ruby, Go, Rust, Javascript\n\n\n\n\nPluses:\n\n\n* Experience in DevOps and test/deployment automation\n\n* Network Engineering experience\n\n* Server Hardware experience\n\n* Data Center experience\n\n* Cluster administration experience\n\n* Software Engineering background\n\n* Bitcoin miner experience\n\n* Financial systems experience\n\n* Telco / ISP NOC or Operations background\n\n* Big Data experience\n\n* Chef / Ansible / Puppet etc.\n\n* GitHub or other repositories\n\n\n\n\nTo Apply:\n\n\n* Please share your resume in PDF, text or Word format. And we love to read Cover Letters!\n\n* Please share your own projects, Open Source contributions for immediate review\n\n* Tell us why you would be excited to work for Blockstream\n\n\n \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to DevOps, Engineer, Customer Support, Cloud and Linux jobs that are similar:\n\n $70,000 — $120,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n