Junior Technical Support Specialist

The cloud is just someone else’s computer. But at UpCloud, it’s ours – and we want to make it the best possible. Our Cloud is a fabric of thousands of high-end server computers, network gear, and storage devices, all woven together to deliver the best performance.

Sometimes technical support can be tough. All too often there can be an endless queue of tickets and cases to solve or targets to meet, without much time to really think about the customer, the problem, and the solution. Occasionally, the best you can do is escalate it quickly so you can move to the next issue — Here at UpCloud, you’ll have the chance to really dig deep to find the root of the problem of our customers. With the help of your colleagues, thorough documentation and our community of users, you’ll get to know our products like no other and you’ll use your troubleshooting and customer service skills to make sure our users make the best of our products.

We’re looking for a Junior Technical Support Specialist to join our global Customer Support team. Our team follows the “follow-the-sun”-model, and are located in Singapore, Europe and the US to provide support for our customers 24/7. In this role, you’d get to work with both our European, and American teams, covering both time zones in a flexible but sustainable manner — Ideally we’re looking for a person in the EU area. You’ll start with a bit more junior level technical support, but will get more responsibility as you learn more!

Responsibilities:

• Being the first point of contact for our customers, handling inbound tickets, and providing 1st level technical support from chats, emails and phone calls
• Technical troubleshooting (e.g. Linux, Windows, Networking, and PaaS / SaaS), and customer service
• Helping in issue prevention & repetition with documentation and knowledge sharing
• Cross-team collaboration with different teams
• Participate in training to gain more technical knowledge

Who are we looking for?

We’re looking for a customer service-oriented person with previous experience in a customer facing role. Ideally you’re someone with an interest for tech, and a knack for troubleshooting. You could already have some experience in a similar environment to ours, a tech scale-up, but it’s not something we necessarily expect, as you’ll be able to learn a ton here! Our products are mostly Linux-based, so our team has adopted it widely into use as well – it would definitely help if you’re familiar with it as well!

What are we expecting of you:

• Ability to work between Monday to Sunday, during both European and US business hours (not during the same day, and not more than 40 hours a week). Mostly European hours from Monday to Friday, and US hours during the weekend.
• Experience in customer service.
• Understanding of Linux-based technologies – it’d be great if you have at least personal exposure to Linux environments.
• Experience in troubleshooting
• Being familiar with terminology: IaaS, TCP, UDP, IPv4/6, DNS, LB, RAID, LAMP, BASH – if you know what these mean, you’re definitely on the right path.
• Excellent written English language skills, as the service is mostly in written form.

Why would you join UpCloud?

UpCloud is in a really exciting phase right now, on track for massive growth in the cloud market. We offer a chance to be part of something big, where you can really make a difference with your own two hands!

At UpCloud we’ll provide you an easy-going environment that promotes work-life balance and self-development. You’ll be encouraged to experiment, fail, learn, succeed amazingly, be brave to propose new things, agree and disagree. That’s how we like to work.

If you would like to join our journey to never become yet another cloud provider, please get in touch using the ‘apply for this job’ button. We review all applications and we do get back to all our candidates. That is a promise.

Our Benefits

• Up to six weeks of annual paid vacation
• Flexible and remote-friendly culture
• Occupational healthcare
• Company events and activities
• Annual company trip
• Share Appreciation Rights program
• Udemy E-learning platform and budget for trainings; unlimited business access