Company DescriptionThe Linux Foundation is creating the greatest shared technology investment in history by enabling open source collaboration across companies, developers, and users. We are the organization of choice to build ecosystems that accelerate open technology development and commercial adoption.Job DescriptionThe Linux Foundation Support team is looking for an experienced Service Desk Support Engineer II to improve and expand the support we provide to our growing number of projects. They will be focused on supporting customer escalations via Jira Service Desk, troubleshooting and solving more complex issues, and triaging and escalating to the appropriate internal software engineering team. This role is customer facing and will include support requests from the open source project community along with internal employee customers, with a focus on process management, and helping us streamline request management. Support open source community members, along with internal Linux Foundation clients, in various support queues as an escalation point for complex issues.Work with Product Engineering and IT Teams to understand how to diagnose common issues and determine the difference between user errors and application issues which require developer evaluation and response.Provide excellent support by taking ownership of requests to give quick resolutions in a warm, friendly mannerCreate, maintain, and update documentation for various support issues and runbooks.Analyze support queues to determine if there are any gaps in knowledge bases or request types and update as needed.Regularly report on outstanding and in progress issues to support, product, and infrastructure teams.US Pacific timezone preferred.QualificationsExcellent English communication skills, written and spokenBachelor’s degree in Computer Science related field or equivalent work experience3 years of relevant technical experience, preferably in highly secure, high availability environmentsExceptional collaboration in a remote team environmentExperience with Service Desks, Jira Service Management a plusExperience with Confluence or other WikisStrong troubleshooting skillsExperience with troubleshooting Access Control Systems and login systemsExperience with AWS EC2, RDS, ELB, VPC, Lambda, API Gateway, DynamoDB, CloudWatch, and Container technologiesExperience with Serverless applications a bonusExperience with Git on Github or GitLabBasic Shell scripting experience (Bash, Python)Understanding of DNS technologies and different record typesExperience working in a highly visible support role and with widely distributed teamsExperience with Infrastructure as Code, particularly Terraform or PuppetExperience working with open source projects a plusAdditional InformationThe Linux Foundation is a largely all-remote workforce that hires top-notch talent. We are as passionate about providing a flexible and supportive work culture as we are in Open Source Software. Collaboration is in our DNA, and we pride ourselves on being able to work closely together while not being tied to an office.