Senior Support Engineer- Imunify Specialized Support (remote-only opportunity)

We are looking for a Senior Support Engineer to join our Imunify Specialized Support Team. In this role, you will handle the most complex escalations within Support, ensuring that only issues requiring other departments’ involvement are passed to Specialized Support.

The specialized Support staff is to set an example with every customer they handle. Some of the most important responsibilities are providing mentorship, training, and support to our junior staff, reducing the overall inflow of tickets and escalations. The creation of the technical documentation, quality oversight, and work with the Support Management and other Departments are essential to the specialized team's success.

Imunify360 Security Suite is a product of CloudLinux Inc., the maker of the #1 OS in security and stability for hosting providers. Imunify is an innovative security solution designed specifically for shared and VPS/Dedicated servers. The automated, easy-to-use solution with the six-layer approach to security delivers comprehensive and complete attack prevention.

Check out our website for more information about our Imunify Product

You are:

• Technical, a passionate problem-solver with a customer-centric mindset
• At home with Linux, because you’ll be supporting the world’s best web hosting Linux-based operating system, and other leading Linux-based products
• Organized, resourceful, and responsive, because you’ll be working remotely, at home, or wherever suits you best

What you will do:

• Give world-class support to worldwide customers
• Work closely with developers, troubleshooting, bug-fixing, and issue-tracking
• Engage directly with customers, make sure they’re happy, loving us and our products. Our frontline engineers tend to send 50+ replies per day
• Involve yourself with product development, using your insight into customers’ issues and use cases

Requirements:

• Proven track record in technical support
• In-depth knowledge of Linux-based operating systems and services
• Proven experience with web-firewall solutions
• You know what ModSecurity rules and, HTTP protocol are
• Experience with RPM-based distributions such as CentOS, Red Hat
• Strong analytical, debugging, and problem-solving abilities. You should be comfortable with such debugging tools as strace, perf, etc.
• Web security background is a great plus
• Must have the ability to multi-task
• Excellent written English (and we’ll help you improve it)
• Must be well-spoken, outgoing, organized, detail-oriented, dependable, and flexible
• Available between 07:00 and 23:00 UTC+3 (Kyiv time), with flexibility to work different shifts as required.

What's in it for you?

• A strong focus on professional development with opportunities for learning and growth:
• Interesting and challenging projects,
• Mentor and other knowledge-exchange programs,
• Fully remote work with flexible working hours, allowing you to schedule your day and work from any location worldwide,
• Paid 24 days of vacation per year, 10 days of national holidays, and unlimited sick leaves to ensure you maintain a healthy work-life balance,
• Compensation for private medical insurance,
• Co-working and gym/sports reimbursement,
• The opportunity to receive a reward for the most innovative idea that the company can patent, fostering a culture of creativity and innovation.

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