What are the responsibilities and job description for the Technical Support Analyst position at Outcomes?
Job Details
JOB SUMMARY
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.
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
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