Technical Support Engineer

Your new company: 

Come and join the Loadbalancer.org team and help be part of the solution that keeps businesses' critical systems flowing. We are home to passionate people who value our mission—that every customer needs a secure, scalable system that never goes down. Everyone here is committed to providing innovative solutions and expert, personalised support to ensure our customers' applications always perform.

We’re experiencing rapid growth and are expanding our renowned support team. Initially joining our established single-tiered support team, you will assist our global customer base with a wide variety of technical challenges. With experience, this role will expand into our Professional and Partner Services teams, offering exciting career progression and broader engagement.

How can you help us? 

• You understand the urgency when a customer's system is down and can calmly and confidently handle issues via phone, email, chat, or remote sessions.
• Our support desk operates 24/7, with engineers located worldwide, enabling us to provide exceptional support to our global customer base. Weekend cover is required approximately once every six weeks, compensated with on-call payments and overtime opportunities.
• You'll also play a crucial role in our product release cycle by contributing to the testing of new features, fixes, and updates, which helps ensure the continuous improvement and reliability of our solutions.
• If you're genuinely interested in helping customers and enhancing your technical skills, this might be the perfect opportunity for you.

Key Responsibilities:

• Provide technical support and resolve complex networking and system issues.
• Progress into delivering professional and partner services, including consultancy, installation, optimisation, and training.
• Collaborate closely with sales and engineering teams to support the success of customers and partners.
• Create and maintain technical documentation and knowledge bases.
• Proactively manage customer relationships to ensure satisfaction and foster long-term partnerships.
• Participate actively in product testing during new feature releases and updates.

The Ideal Candidate Will Possess:

• Exceptional customer service skills.
• Very good networking knowledge (TCP/UDP, routing, NAT, firewall configuration).
• Strong Linux knowledge (filesystem structure, commands, services).
• Good understanding of Microsoft applications (Exchange, RDS, SharePoint) and Windows Server.
• Excellent communication skills tailored to varied customer experience levels.

Beneficial Skills:

• Experience with load balancing technologies.
• Scripting experience (Bash, Python, Powershell).
• Knowledge of virtualisation platforms (VMware, Hyper-V).
• Knowledge of cloud platforms (AWS, Azure).
• Understanding of WAF (mod_security), GSLB, and PBR.

Personal Qualities:

• Collaborative team player with the confidence to handle tasks independently.
• A proactive, flexible "can-do" attitude.
• An inquisitive mindset and creative problem-solving skills.
• Passionate about doing quality work and have a genuine interest in customer success.

Benefits:

• Flexible working & holiday arrangements.
• Profit-sharing scheme.
• Pension contribution options (salary sacrifice, employer contributions).
• Life insurance policy covering UK employees.
• Additional holiday entitlement scheme (up to 5 extra days).

Join us and become part of a team dedicated to excellence, innovation, and exceptional customer service.