Junior Technical Support Specialist

Summary

Join UpCloud's global Customer Support team as a Junior Technical Support Specialist! You'll be the first point of contact for customers, handling inbound tickets and providing first-level technical support via various channels. This role involves technical troubleshooting, issue prevention, collaboration, and ongoing training. The ideal candidate possesses customer service experience, a knack for troubleshooting, and familiarity with Linux-based technologies. UpCloud offers a flexible, remote-friendly culture and various benefits, including paid vacation, occupational healthcare, company events, and professional development opportunities.

Requirements

• Ability to work between Monday to Sunday, during both European and US business hours (not during the same day, and not more than 40 hours a week). Mostly European hours from Monday to Friday, and US hours during the weekend
• Experience in customer service
• Understanding of Linux-based technologies – it'd be great if you have at least personal exposure to Linux environments
• Experience in troubleshooting
• Being familiar with terminology: IaaS, TCP, UDP, IPv4/6, DNS, LB, RAID, LAMP, BASH – if you know what these mean, you're definitely on the right path
• Excellent written English language skills, as the service is mostly in written form

Responsibilities

• Be the first point of contact for our customers, handling inbound tickets, and providing 1st level technical support from chats, emails and phone calls
• Technical troubleshooting (e.g. Linux, Windows, Networking, and PaaS / SaaS), and customer service
• Helping in issue prevention & repetition with documentation and knowledge sharing
• Cross-team collaboration with different teams
• Participate in training to gain more technical knowledge

Preferred Qualifications

• Ideally you’re someone with an interest for tech, and a knack for troubleshooting
• You could already have some experience in a similar environment to ours, a tech scale-up, but it’s not something we necessarily expect, as you’ll be able to learn a ton here!

Benefits

• Up to six weeks of annual paid vacation
• Flexible and remote-friendly culture
• Occupational healthcare
• Company events and activities
• Annual company trip
• Share Appreciation Rights program
• Udemy E-learning platform and budget for trainings; unlimited business access