Technical Support Engineer (PaaS) - Mid-level

Pivotal is a recognized leader in modern software development practices and big data analytics. Founded by industry leaders EMC, VMware and General Electric, Pivotal is currently pre-IPO with major investments from Ford, Microsoft, and others. Our employees, called Pivots, work with many of the world’s most influential companies, helping them transform how they build software and fundamentally innovate in their markets.

We’re looking for a mid-level customer support engineer, someone who measures their success by the success of the entire team, who understands the expectations enterprise customers have when experiencing software support, and the value of collaborating with a diverse team of software support engineers. The role demands strong service instincts, excellent communication, technical agility, and values related to kindness, helpfulness, self-awareness, curiosity, and continuous learning.

You

You love software, you enjoy helping people, and you know that it takes open communication and trustworthy relationships for things to run smoothly in the long run.

Maybe you enjoy learning and helping others in stressful situations or perhaps you’re interested in working directly with enterprise, open source users to replicate, troubleshoot, and resolve their technical issues.

Either way, you judge your success by the success of the people you work with. You thoughtfully assist each customer by listening, connecting the dots, documenting the situation and solution, and engaging more experienced team members as needed.

You are interested in continuously improving yourself, our support systems and products by taking training, reporting defects and collaborating with engineering and operations to triage customer issues.

At Pivotal Support, we are passionate about how software customers should be supported. We work in small teams around the globe, supporting customers 24×7, following the sun. We believe in doing the right thing and working at a sustainable pace – typically 8 hours each day with occasional weekend support rotations. And, when you’re off work, we want you to relax, recharge, and refocus.

Where

To make sure your days are energized, we provide a variety of snacks and beverages all day, every day (in Pivotal Corporate offices, a catered breakfast is served every weekday morning). Pivotal believes collaborative, open-plan office space brings together talented, like-minded support engineers who enjoy taking advantage of our weekly Tech Talks, playing games, and hanging out.

You bring a combination of knowledge, skills and/or experience in some of the following (we do not expect you to check everything on this list)

Linux system and network administration
Networking protocols and functions (e.g., HTTP, HTTPS, SSL/TLS, SMTP, DNS).
One or more of the following Linux operating systems: Ubuntu, Centos, Suse, RHEL, Arch Linux, or Windows
Reading, understanding and making small changes to moderately complex applications written in one of the following languages: Ruby, Python Rails, GO, NodeJS, .NET and/or Java is preferred
Familiarity with AWS, Azure, OpenStack, vSphere, or other IaaS/Cloud infrastructure
Container technologies such as Docker or container orchestration tools like CoreOS, Docker Swarm, Kubernetes, etc.
Automation tools like Chef, Puppet, Ansible, Saltstack, Mesos or similar technologies
Software development practices, git workflows, Continuous Integration / Continuous Delivery
Zendesk, Jira, Desk.com, Salesforce Service Cloud, Freshdesk or other ticketing systems
Contributions to Open source projects
Working in an Enterprise IT environment