Abstra

Technical Support Engineer

Abstra

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Junior

Tech Stack

CloudDNSLinux

About the role

  • Provide first-level technical support via ticketing system, Slack, or email.
  • Assist customers with platform-related tasks including server reboots, firewall rule setup, network configuration, and system status checks.
  • Identify issues requiring escalation to Engineering or Infrastructure teams.
  • Provide detailed and complete escalation summaries including business impact, troubleshooting steps performed, relevant logs, and reproduction details.
  • Maintain communication ownership with the customer throughout the escalation lifecycle.
  • Contribute to internal and external knowledge base articles to reduce repeat issues and improve efficiency.
  • Participate in shift-based 24/7 coverage including weekends and holidays as required.
  • Meet defined SLAs for first response and resolution time.
  • Execute clean shift handoffs that include ticket status, customer impact, and next required actions.

Requirements

  • Bachelor’s degree in computer science, Information Technology, or related field preferred.
  • 1–3 years of experience in technical support, help desk, or customer-facing technical roles.
  • Working knowledge of Linux command line including file navigation, process monitoring, and log review.
  • Understanding of networking fundamentals such as IP addressing, ports, DNS, and firewall concepts.
  • Experience working within ticket management systems and SLA-driven environments.
  • Strong problem-solving skills, clear written and verbal communication abilities, and the capacity to work effectively in a structured 24/7 support model.
  • Preferred qualifications include experience supporting cloud or IaaS platforms, familiarity with virtualization or server concepts, and exposure to APIs or command-line tools.
Benefits
  • Flexible working hours and remote work options
  • Opportunities for professional growth and development
  • A collaborative and inclusive work environment
  • The chance to work on impactful projects with a talented team
  • Excellent compensation in USD
  • Hardware and software setup
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Linux command linenetwork configurationfirewall rule setupIP addressingDNSticket management systemscloud platformsIaaSvirtualizationAPIs
Soft Skills
problem-solvingwritten communicationverbal communicationcustomer communicationteam collaborationtime managementattention to detailadaptabilityownershipefficiency improvement