Job Details

Customer Support Engineer (Level 2/3) US (East Coast, Remote Working)

Company name
Intel Capital

San Francisco, CA

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The Support and Services team in Joyent is the front line for delivering world class support to the customers of the Triton Public Cloud and Manta public services, our Enterprise customers that run our Triton and Manta software in-house and as hybrid solutions and the Samsung Private Cloud.

Triton, including Triton Compute, ContainerPilot, and SmartOS, is a complete data center automation solution that powers Joyent's public cloud and private clouds worldwide. Triton Object Storage and Triton Converged Analytics, is the cloud-proven object storage and big data serverless compute solution for public cloud and on-prem use.

We are currently seeking an experienced Customer Support Engineer with a strong technical background on Unix/Linux and a passion for and experience in delivering high standards of externally facing customer support. You need to be a great team player and comfortable working and learning independently.

The Role

Everyday we work closely with our incredible Engineering and Operations teams to ensure our customers are getting the best possible service out of our revolutionary infrastructure and container management software.

If you are passionate about customer support and technology and want to combine that with close involvement in the development, deployment and support of our solutions, then the Joyent Support Team is where you need to be. This is a fantastic opportunity for learning new technology. Not just the technology Joyent creates, but also the technology customers use in the containerised and Open Source world we live in. The variety and possibilities are endless. Everyday is a learning day for both technology and the softer skills of providing truly world class customer focused support.

This role will most likely be home based (depending on your location) and requires the flexibility to be on-call at weekends and evenings.


Provide world-class Level 2/3 technical support services to all Joyent cloud customers/users.

Support Joyent?s Triton and Manta customers in the deployment of private and hybrid cloud solutions.

Resolve customer issues and work with Operations and Engineering teams to diagnose and resolve complex problems

Provide the highest standards of customer support achieving high customer satisfaction ratings, building customer relationships and encouraging customer retention.

Develop internal and customer facing documentation and knowledge base articles to help improve the standard of support and the customers ability to make best use of Joyent?s products and services

Become an expert in all of Joyent Products and Services.

Fulfill the role Incident Manager on a rotational basis

About You

You will have a current background in development or system administration on Unix or Linux based systems gained over a minimum of 4-5 years

You will have 2-3 years recent experience in a customer support role (internal or external)

Ideally you will have experience working with common Open Source software stacks such as Apache, PHP, MySql, MongoDB.

Some experience working in cloud or hosting environments will be an advantage.

You will have a basic understanding of networking and networking tools

Ideal candidates will have some experience being self-managed and working from home on a day to day basis

You will receive plenty of training but a desire and ability to self-learn is essential

Strong ?can do?, customer focused attitude centred around making customers problems your problems

Ability to interact and clearly communicate with both technical and non-technical users using written and spoken English

Technically savvy, but enjoy working with, communicating with, and building rapport with customers

You will have a desire to grow yourself through learning and experience. As you do so the opportunities to further your career within the Support team and elsewhere in Joyent will become available

About Joyent

Joyent, a Samsung subsidiary, is a cloud infrastructure as a service provider. Joyent?s next generation cloud solution, Triton, is a public cloud service available on Joyent operated data centers around the world. Triton can also be deployed on dedicated hardware, that Joyent manages for its customers, to create private clouds.

To apply, please submit a brief introduction, a copy of your resume, and a link to your Github or LinkedIn profile to with Customer Support Engineer (Level 2/3) - US (East Coast) in the subject. Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance.

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Company info

Intel Capital
Website :

Company Profile
Intel Capital, Intel's global investment and M&A organization, makes equity investments in innovative technology start-ups and companies worldwide. Intel Capital invests in a broad range of companies offering hardware, software, and services targeting enterprise, mobility, consumer Internet, digital media and semiconductor manufacturing. Since 1991, we invested over $11 billion in 1,339 companies spread over 54 countries, making Intel Capital a true global investor. During this period, 206 portfolio companies completed IPOs and 344 were involved in an M&A transaction. In 2013, Intel Capital invested US$333 million in 146 investments with approximately 49 percent of funds invested outside North America.

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