Tier 2 Client Specialist  

Job Overview

Provide support to Zenoss Customers through the following:

• Reaching out to customers facing issues via Zenoss’ Zendesk tickets.
• Provide support via phone coming from Zenoss’ support call queue.
• Provide support to customers via remote screen sharing session (usually through Webex or Zoom). This is usually done for customers with on-premise Zenoss instances.
• Provide support for Zenoss SaaS service customer’s (ZaaS and Zenoss Cloud) by directly accessing customer’s ZaaS or Zenoss cloud instances.

Responsibilities

Support Through Tickets

• Communicate with customers using tickets to answer questions and to help diagnose and fix issues encountered by customers.
• Escalate if necessary to Zenoss L2 Support or Zenoss Support Managers.

Answer Phone Calls

• Answer calls coming to the Support Call Queue to provide assistance to customers

Remote Desktop Session

• Perform remote desktop session (through Webex normally) with customers to resolve issues encountered by customers on their Zenoss instance.
• Escalate if necessary to Zenoss L2 Support or Zenoss Support Managers.

SaaS Support

• Assist Zenoss ZaaS team in fixing issues on customers’ ZaaS or Zenoss Cloud instances.

• Preferable has a degree in IT, Electronics and Communications Engineering, Computer Engineering, Computer Science or any related course.
• Strong knowledge of computer and network systems.
• 2-3 years experience in IT administration
• Strong background in Linux and open-source technologies
• Linux System Administration skills.
• Windows System Administration skills a plus.
• Knowledge of TCP/IP networking.
• Preferably knowledgeable in shell scripting in Linux, like BASH.
• Python programming knowledge a big plus.
• Experience in the use of monitoring software such as Zenoss Core or Zenoss Resource Manager, and other Monitoring tools are a big plus.
• Certifications such in LPIC, Red Hat, AWS, GCP are a big plus.
• Good written and verbal english communication skills
• Organized
• Self starter with an ability to work independently as a team member
• Customer-centric attitude