Senior Support Engineer

Summary

Join our Imunify Specialized Support Team as a Senior Support Engineer to handle complex escalations, mentor junior staff, and contribute to technical documentation. You will provide world-class support to global customers, collaborate with developers on troubleshooting and bug fixing, and engage directly with customers to ensure satisfaction. This role involves contributing to product development based on customer insights. The ideal candidate possesses a strong technical background, in-depth Linux knowledge, and experience with web firewall solutions. Remote work with flexible hours is offered.

Requirements

• Proven track record in technical support
• In-depth knowledge of Linux-based operating systems and services
• Proven experience with web-firewall solutions
• You know what ModSecurity rules and, HTTP protocol are
• Experience with RPM-based distributions such as CentOS, Red Hat
• Strong analytical, debugging, and problem-solving abilities. You should be comfortable with such debugging tools as strace, perf, etc
• Must have the ability to multi-task
• Excellent written English (and we’ll help you improve it)
• Must be well-spoken, outgoing, organized, detail-oriented, dependable, and flexible
• Available between 07:00 and 23:00 UTC+3 (Kyiv time), with flexibility to work different shifts as required

Responsibilities

• Give world-class support to worldwide customers
• Work closely with developers, troubleshooting, bug-fixing, and issue-tracking
• Engage directly with customers, make sure they’re happy, loving us and our products. Our frontline engineers tend to send 50+ replies per day
• Involve yourself with product development, using your insight into customers’ issues and use cases
• Provide mentorship, training, and support to our junior staff
• Reducing the overall inflow of tickets and escalations
• The creation of the technical documentation, quality oversight, and work with the Support Management and other Departments are essential to the specialized team's success

Preferred Qualifications

Web security background is a great plus

Benefits

• A strong focus on professional development with opportunities for learning and growth
• Interesting and challenging projects
• Mentor and other knowledge-exchange programs
• Fully remote work with flexible working hours , allowing you to schedule your day and work from any location worldwide
• Paid 24 days of vacation per year, 10 days of national holidays , and unlimited sick leaves to ensure you maintain a healthy work-life balance
• Compensation for private medical insurance
• Co-working and gym/sports reimbursement
• The opportunity to receive a reward for the most innovative idea that the company can patent , fostering a culture of creativity and innovation