Technical Support Engineer

We are looking for Technical Support Engineers (all genders) to join our global Support Team. Candidates must be based in Malaysia or Singapore and possess a valid work permit for their location. The primary responsibility of Technical Support Engineers is to support our customers and to fulfill customer service level agreements. Checkmk customers use our ticket system or our user forum to communicate about checkmk software support needs. This role will be responding to those needs by using an internal ticketing system, prioritizing and addressing issues or by identifying problems that need to be handed over to the development teams. Act as the point of contact for technical requests from customers and partners Respond to customer support request in accordance to our Support Service Level Agreement (SLA) in our ticket system (JSD) Perform remote sessions with customers to resolve issues Participate in ongoing training and maintain technical expertise of product functionality Recreate customer environments to reproduce issues and determine solutions Collaborate with our development team to expedite resolutions and product enhancements Document solutions, create knowledge and best practices from your daily customer interactions for reuse (Confluence) Support the customer on installation, migration and configuration of the product Education & Experience At least 5 years of experience in Linux (CentOS, Red Hat, Ubuntu, Debian) At least 5 years of experience in networking/systems technical support Strong debugging as well as troubleshooting skills Knowledge of Windows (desktop and/or server operating systems) Knowledge of Networking Protocols and Technologies Experience in Scripting (Perl, Shell, Python, PowerShell, etc.) Experience with automation tools like Vagrant, Ansible, Kubernetes and Containers Experience with public cloud services such as Azure, AWS or GCP Experience with monitoring tools, especially Checkmk or Nagios, are a strong plus Please apply only if you can demonstrate a Distributed Monitoring setup across two sites (central and remote) using the Checkmk Cloud Edition in free mode, as this will be the foundation for the technical challenge. Competencies Teamwork and Collaboration Strong verbal and written communication skills Customer Service Knowledge Product Knowledge Willingness to learn and critical thinking Preparation and attention to detail As part of our tech support team, you are exposed to all kinds of technical customer environments and get the chance to work with experts in their field every single day. In doing so, you acquire deep knowledge of IT Operations in general, and monitoring specifically. This is why our Technical Support Engineers have a direct and tangible impact on future of checkmk, by translating their customer knowledge into new product features and enhancement. At Checkmk, you become part of a supportive (and fun!) team in an international, diverse environment. We value employees´ personal and professional wellbeing and ensure a healthy work-life balance Employee Benefits Health Benefits Life Insurance Mental Health Support Business Travel Insurance Remote Work Find out more about Checkmk on Glassdoor!