Mirantis delivers open cloud infrastructure to top enterprises using
OpenStack,
Kubernetes and related open source technologies. The company is a major contributor of code to many open infrastructure projects and follows a build-operate-transfer model to deliver
Mirantis Cloud Platform and
cloud management services, empowering customers to take advantage of open source innovation with no vendor lock-in.
This job is open to people anywhere located in Czech Republic or Poland.You can work at our Mirantis Prague or Poznan office or work from home.
What you will do:
- Serve as the first point of contact for customers seeking technical assistance over the phone, email or web portal
- Ask customers targeted questions to quickly understand the impact of the problem and clarify the customer’s concerns
- Track and manage issues through to resolution, within agreed time limits
- Follow standard procedures to direct unresolved issues to the next level of support personnel and appropriate internal teams (e.g. support and operations engineers, software developers)
- Provide prompt and accurate feedback to customers
- Raise and complex technical issues with 3rd party software and hardware vendors in a professional manner
- Refer to the internal database or external resources to provide information on Mirantis products or services
- Prioritize and manage several open issues at one time
- Follow-up and update customer status and information, ensure Customer’s systems are fully functional after resolution
- Record events and problems and their resolution in logs
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements in procedures
Your profile:
- Experience as a help desk technician or other customer support and service role
- Tech savvy with working knowledge of office automation products
- Hands-on experience with Linux environments
- Ability to diagnose and troubleshoot basic technical issues
- Ability to absorb large amounts of information in the fast-paced rapidly changing environment and apply this knowledge in practical situations
- Ability to provide step-by-step technical help, both written and verbal
- Excellent problem-solving and communication skills
- Familiarity with a conferencing solution
- Customer-oriented and cool-tempered
- Very good English language skills
Highly desired:
- Availability for evening/night and weekend shifts
- Understanding of networking concepts and protocols
- Hands-on Linux experience
We offer:
- High-energy atmosphere of a young company
- Collaborate with exceptionally passionate, talented and engaging colleagues
- First-hand experience in supporting and operating large scale, innovative systems for mission-critical use by large enterprise companies
- Opportunity for career growth in IT space
- Competitive salary plus bonus for night-shifts schedule
- Benefit package
- Lots of freedom for creativity and personal growth