This position is a Remote-First position (work from home) within the United Kingdom. Applicants need not apply unless located in the United Kingdom. 

Zenoss is seeking a motivated, self-directed 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. 

What you'll Do:

Handle complex customer issues for both our on-premise and SaaS offeringsField customer support requests (phone, remote session), determine cause, and deliver solutionsTrack open customer issues, and communicate status to customersFollow up with customers to verify solutions are successfulBe 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 productsSummarize, communicate, and escalate customer issuesMentor other members of our customer support team
Required Experience / Skills: Four or more years of experience providing technical support for enterprise software solutionsLinux system administrationNetwork administrationWindows administrationExcellent phone and email communication, positive customer-centric attitudeStrong problem solving skillsOrganized, self-starter with an ability to follow through on issues under minimal supervision
Desired Experience / Skills: BS in information technology related fieldNetworking and network software solutionsPlatforms: Python, Java, Zope, MySQL, Docker, PowerShellDevOps / SaaSGCP highly preferred and/or AWS

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.