Senior Support Engineer

at Puppet, Inc. Remote North America

Hi, I’m Kami Olszewski, Senior Manager of Customer Support at Puppet.

Do you have a passion for technology? Excited about what is happening in the world of DevOps and want to be a part of it? Do you enjoy solving problems?

I’m looking for a Support Engineer to help our customers successfully deploy our enterprise automation software. Puppet helps automate repetitive infrastructure management tasks, freeing you up for more meaningful work. The ideal candidate will have recent experience in a customer-facing role, assisting with the installation, configuration, and utilization of enterprise software.

Puppet Support is a geographically dispersed team of technology professionals. Customers large and small engage us to overcome obstacles they experience working with our software and to better leverage their investment in Puppet. We go above and beyond to provide an exceptional customer experience. Success in this role is contingent on being open-minded, willing to continually learn new ways to do things, and a hunger to not only identify and solve problems but ensure customer satisfaction.

As a Support Engineer at Puppet, you will:

  • Troubleshoot technical support requests received via phone, email, or support portal.
  • Contribute quality content to our support knowledgebase.
  • Collaborate with internal teams to provide tailored support solutions for large enterprise customers.

What valuable experience and skills will you bring to the table? 

  • Technical degree or equivalent experience.
  • Knack for troubleshooting and debugging complex technical issues at all levels of an application stack.
  • Ability to communicate technical problems and issues succinctly and clearly.
  • 2+ years of experience in system administration or systems/applications support (Windows, Linux, Mac OS).
  • In-depth knowledge of network protocols and standards (e.g. TCP, LDAP, DNS, SSH). It’s always dns. 
  • Experience collaborating effectively with a distributed team spanning time zones and geographic locations.
  • Willingness to participate in an ‘on-call’ rotation.

Bonus, but not required (shout about it in your application if you have experience)

  • Familiar with source control systems such as Git.
  • Knowledge and experience with Puppet/Chef/Ansible or other infrastructure automation solutions.
  • Knowledge of database, application, and web server systems support (e.g. MySQL, Postgres, Nginx, Apache).
  • Experience and knowledge of administering Linux based systems and bash scripting.
  • Experience using Continuous Integration / Delivery systems and methods.
  • Knowledge and experience of virtualization and container-based systems.
  • Performance monitoring

We are hiring at various experience levels and we’re particularly interested in having a diverse team with a broad set of skills and viewpoints. If this seems like your dream job, but you’re not sure if you qualify, apply anyway!

*Visa Sponsorship

Please note, this position is not eligible for visa sponsorship.

About Puppet

Puppet’s core mission is to eliminate soul crushing work. We created the industry standard for managing infrastructure as code. And we didn’t stop there—our product portfolio has grown to help organizations automate across their entire software delivery lifecycle. With more than two-thirds of Fortune 100 companies using Puppet’s open source or commercial products, our code is helping power thousands of organizations across the world.

As the industry leader in DevOps solutions, we realize that our success is a collective effort; all made possible by the incredible people working here, our customers, partners, and Puppet community. Our culture is built on positivity, diversity, inclusivity and support—and we seek people who are resilient, entrepreneurial-minded, team players who continually strive to be incrementally better every single day. In our work together we aim to be curious, accountable, empathetic and, above all, collaborative. If this sounds like the environment you’d thrive in, why not say hello?

Learn more about Puppet by checking out the values we live by and the awesome benefits and perks we offer employees!

Puppet is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, veteran status, disability, or any other protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact +1-877-575-9775 for assistance.

 

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PM16

An equal opportunity employer

Puppet is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, veteran status, disability, or any other protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 877-575-9775 for assistance.

Staffing agencies: We do not accept unsolicited resumes. If you are not an approved Recruiting Partner and have not been approved to submit candidates for specific positions, we will not accept your submission. If you submit anyway, we will consider it a gift, free of charge! If you are interested in becoming an approved Recruiting Partner, please call us at 877-575-9775.

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