Senior Technical Support Analyst

Description

JOB SUMMARY (Added January 2025)

This position requires an individual who is proficient in troubleshooting complex technical issues, managing Linux-based environments, and providing exceptional customer support. As a Senior Technical Support Analyst, you will leverage your deep technical knowledge to assist customers while leading initiatives to improve system performance and reliability.  Research and identity solutions to software and hardware issues.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide advanced technical support for Rx30 (Linux based software provided to our customer base) and related infrastructure.   Diagnose, troubleshoot, and resolve complex technical issues.   Conduct performance tuning, root cause analysis, and provide solutions to resolve recurring incidents.   Document troubleshooting processes, solutions, and best practices to build a knowledge base for internal and external teams.
• Collaborate with cross-functional teams, including development, DevOps, and IT, to address system performance, security vulnerabilities, and software bugs.
• Provide on-call support during critical incidents, ensuring minimal downtime for customers.
• Work with clients to understand their requirements, provide technical recommendations, and assist in the deployment and configuration of custom solutions.
• Participate in the planning and execution of system migrations, upgrades, and patches.

Qualifications

KNOWLEDGE & REQUIREMENTS

• Extensive experience in Linux system administration and troubleshooting in an enterprise environment.
• Strong understanding of Linux operating systems (Debian based) and associated technologies (Apache, Nginx, MySQL, PostgreSQL, etc.).
• Experience with virtualization technologies (VMware, KVM, Docker, etc.) and cloud environments (AWS, Azure, Google Cloud).
• Proficiency in scripting languages (Bash, Python, Perl) for automation and troubleshooting.
• Deep knowledge of networking concepts, including TCP/IP, DNS, HTTP, and VPNs.
• Familiarity with security best practices, firewalls, SELinux, and hardening techniques.
• Strong problem-solving skills with the ability to troubleshoot complex technical issues.
• Ability to manage multiple priorities and escalate issues appropriately when necessary.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Travel Requirements: Domestic and/or International, up to 10%

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum years of work experience:   5 years of hands-on experience in Linux system administration or technical support roles.
  • Proven track record of troubleshooting and resolving complex technical problems across Linux environments.
  • Ability to manage multiple support requests simultaneously, prioritize issues, and escalate when necessary.
• Minimum level of education or education/experience:   Bachelors or equivalent work experience in Computer Science, Information Technology, or a related field.
• Certifications preferred: CompTIA A , Linux , Server or Network

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing

What’s In It For You?

• Medical, Dental and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Paid Parental Leave
• Adoption Assistance Program
• Employee Resource Groups
• Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Program
• 401k Employer Match & Roth Option Available – immediate eligibility

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