Zenoss is seeking a motivated, self-directed Sr. Customer Support Engineer to join our team.
You are a logical, creative thinker who thrives on solving problems. You love to provide excellent customer service and you appreciate being part of a team that values collaboration and your unique contribution. Your strong and broad technical background makes you an excellent troubleshooter. You are known for your ability to prioritize, multi-task and quickly shift contexts. This position can be Remote (Work from Home) or work out of our Austin, TX office.
What you'll Do:

• Handle complex customer issues for both our on-premise and SaaS offerings
• Field customer support requests (phone, remote session), determine cause, and deliver solutions
• Track open customer issues, and communicate status to customers
• Follow up with customers to verify solutions are successful
• Be part of on-call rotation for support for critical issues (scheduled in advance)
• Work with our engineering team to develop and test solutions, as well as install and test new versions of products
• Summarize, communicate, and escalate customer issues
• Mentor other members of our customer support team

• Five or more years of experience providing technical support for enterprise software solutions
• Linux system administration
• Network administration
• Windows administration
• Excellent phone and email communication, positive customer-centric attitude
• Strong problem solving skills
• Organized, self-starter with an ability to follow through on issues under minimal supervision

• BS in information technology related field
• Networking and network software solutions
• Platforms: Python, Java, Zope, MySQL, Docker, PowerShell
• DevOps / SaaS
• GCP highly preferred and/or AWS

A candidate's Work Status is limited to only those legally authorized to work in the United States on a full-time basis without visa sponsorship.
No third-party candidates, please.

More about Zenoss: Individually Unique. Better Together. When we come together, we accomplish amazing things. Zenoss is an established company with a start-up, entrepreneurial environment. We have a collaborative culture that is focused around making our customers successful. One thing we're not is a new-kid-on-the-street startup. Founded in 2005, we're far removed from a few folks in a garage with one great idea. We are a midsize company filled with people who have proven work experience, are smart, nimble, and capable. We have credibility: Zenoss helps world-renowned enterprise customers run their IT infrastructure. Some of the most critical aspects of business rely on Zenoss. It's exciting to be part of growing and servicing these types of customers.