Position: Technical B2B Customer Support for Networking Solutions
Company: OpenVPN
Category: Support
Experience required: 2y
English level: upper

Communication with the clients occurs primarily through messages in our online support ticket system, and providing fast and accurate responses that guide them to the best possible solution would be your main goal.
This is a technical position and a good understanding of networking technologies is an absolute must. Equally important would be English fluency, excellent communication skills and a proactive, can-do attitude.

Requirements:
• Advanced understanding of networking (TCP/IP, Routing, Layer 3 etc)
• Junior or middle sysadmin/support skills
• Ability to use WireShark and tcpdump
• Experience with various major cloud solutions like Amazon AWS, Google Cloud Platform, Microsoft Azure etc.
• Knowledge of ssh, .x509 PKI, HTTPS, VPN
• Knowledge of auth and mfa/2fa systems, for example, RADIUS, LDAP, AD, PAM, Gauth, Duo, Yubikey, RSA
• Understanding and interest in Linux-based OS’s (Ubuntu, Centos, RHEL, Debian, etc.), modern Windows and macOS/OSX systems
• Proficient English, both spoken and written
• Excellent communication abilities
• Working hours in the afternoon/evening Ukrainian time

As a plus:
• General SQL knowledge, experience with MySQL/SQLite

We are the team that created OpenVPN, the industry-standard VPN protocol now used by most of the commercial VPN providers worldwide. We are currently looking for a rockstar to push further the product that millions of people around the world will be interacting with on a daily basis!

Our philosophy is that we are a small, closely-knit team and we care deeply about you:
• Competitive salary
• Great new office space
• Flexible working schedule, partially remote work possible
• Working directly with colleagues from Silicon Valley and around the world
• Team trips, certification and events compensation, medical insurance, sports etc.
• Last but not least, we are really fun to work with!

Responsibilities:
• Investigate client issues received via our ticketing system
• Respond to clients to ensure their full satisfaction
• Coordinate with other team members as well as other teams to resolve or refer more complicated issues