Position: Customer Support Engineer
Company: LotusFlare
Category: Support
Experience required: 1y
English level: intermediate

REQUIREMENTS
• Practical experience in Linux (command-line interface) Technical Support/Administration/Troubleshooting
• Good theoretical and practical networking knowledge (TCP/IP stack)
• Scripting skills and passion for automating tasks (Bash, Python, Go, etc.)
• English — good written and verbal skills
• Being proactive and finding problems before they become issues
• To be ready to work with night shift schedule (night and weekend shifts — work remotely)

Would be a plus:
• Monitoring and investigating/localizing problems (Prometheus, Grafana, Kibana)
• Any cloud experience (AWS, Azure)
• Understanding of CI/CD processes (Jenkins or alternative)
• Any experience with CM tools (Ansible, Puppet, Chef)

RESPONSIBILITIES
As a Platform Support Engineer at LotusFlare, you will be involved with the technical support for customers’ platform requests. You will support customers with questions and configuration of the services provided by our DNO stack out of the cloud. You will also monitor and troubleshoot our platform, and provide a proactive assessment

• Respond to customers’ requests (written)
• Identify, organize, and prioritize support requests, escalation and follow-up
• Troubleshoot and resolve support issues and incidents, debug server applications using the command line and analyze logs, traffic, configuration, and deployment changes.
• Anomalies detection, reactive and proactive actions, product and system metrics analyze; work closely with Grafana, Prometheus, Kibana, AWS CloudWatch.
• Create a process or troubleshooting documentation in the support knowledge base
• 24/7 monitoring (8 hours shifts, night/weekend — remote)

WE OFFER:
• Exceptional opportunities for professional growth working closely with managers from Facebook and Microsoft
• Paid Lunches
• Medical Insurance
• Company stock options
• Yearly bonus
• Trainings and workshops
• Rotating shifts with the opportunity to work from home (7am-3pm, 3pm-11pm, 11pm-7am)
• Company covers taxes (by PE contract) and provide accountant assistance

Working with LotusFlare means working with a dynamic team of top engineers in the field at the leading edge of technology and infrastructure abstraction. 
Our office is in the heart of the city providing besides great colleagues also good access to public transport and everything to make you enjoy the time in the office. 
At LotusFlare, our managers focus on creating efficient teams and take care of your personal development, unleash your creativity and help you grow to leading industry experts in the cloud native infrastructure domain.