Mirantis delivers open cloud infrastructure to top enterprises using OpenStack, Kubernetes and related open source technologies. The company is a major contributor of code to many open infrastructure projects and follows a build-operate-transfer model to deliver Mirantis Cloud Platform and cloud management services, empowering customers to take advantage of open source innovation with no vendor lock-in.

This job is open to people anywhere located in Czech Republic or Poland.You can work at our Prague or Poznan office or work from home.

What you will do:

  • Serve as the first point of contact for customers seeking technical assistance over the phone, email or web portal
  • Ask customers targeted questions to quickly understand the impact of the problem and clarify the customer’s concerns
  • Track and manage issues through to resolution, within agreed time limits
  • Follow standard procedures to direct unresolved issues to the next level of support personnel and appropriate internal teams (e.g. support and operations engineers, software developers)
  • Provide prompt and accurate feedback to customers
  • Raise and complex technical issues with 3rd party software and hardware vendors in a professional manner
  • Refer to the internal database or external resources to provide information on Mirantis products or services
  • Prioritize and manage several open issues at one time
  • Follow-up and update customer status and information, ensure Customer’s systems are fully functional after resolution
  • Record events and problems and their resolution in logs
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements in procedures

Your profile:

  • Experience as a help desk technician or other customer support and service role
  • Tech savvy with working knowledge of office automation products
  • Hands-on experience with Linux environments
  • Ability to diagnose and troubleshoot basic technical issues
  • Ability to absorb large amounts of information in the fast-paced rapidly changing environment and apply this knowledge in practical situations
  • Ability to provide step-by-step technical help, both written and verbal
  • Excellent problem-solving and communication skills
  • Familiarity with a conferencing solution
  • Customer-oriented and cool-tempered
  • Very good English language skills

Highly desired:

  • Availability for different schedule plan - day/evening/night and weekend shifts
  • Understanding of networking concepts and protocols

We offer:

  • High-energy atmosphere of a young company
  • Collaborate with exceptionally passionate, talented and engaging colleagues
  • First-hand experience in supporting and operating large scale, innovative systems for mission-critical use by large enterprise companies
  • Opportunity for career growth in IT space
  • Competitive salary plus bonus for night-shifts schedule
  • Benefit package
  • Lots of freedom for creativity and personal growth

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