About the opportunity

Our client is an international software company specializing in secure digital solutions. Its products are used by organizations and technical communities across a broad international customer base.

The company combines a strong engineering culture with a customer-focused approach. Its support function plays an important role in helping users operate the platform effectively, investigating technical issues and contributing to continuous product improvement.

The role

We are looking for a Technical Support Engineer to provide high-quality technical assistance to customers and community users.

You will investigate installation and configuration issues, troubleshoot Linux and web infrastructure environments, reproduce software defects and coordinate with development teams when deeper technical investigation is required.

Alongside case resolution, you will contribute to the knowledge base, technical documentation and improvement of support processes.

This position is suited to someone who enjoys combining technical troubleshooting, customer communication and hands-on work with web technologies and server administration.

Key responsibilities

Assess, prioritize and manage incoming technical support requests.
Investigate customer issues and provide solutions through email, telephone and video calls.
Troubleshoot installation, configuration, performance and usability problems.
Reproduce software defects and prepare clear technical reports for development teams.
Coordinate with internal stakeholders and act as a link between the company and its user community.
Create and maintain technical documentation, troubleshooting guides, tutorials, knowledge-base articles and other educational content.
Contribute to technical product discussions and roadmap prioritization.
Identify and implement improvements to support workflows and service quality.
Manage cases throughout their lifecycle, from initial inquiry and triage through resolution and follow-up.

Required experience and technical skills

Support and customer interaction

At least 2 years of experience in technical support or another customer-facing service role.
Experience writing technical support content or documentation.
Experience managing support cases from initial investigation to resolution.
Ability to reproduce issues, document defects and coordinate effective handovers to development teams.
Confidence managing complex situations and communicating clearly with customers and internal stakeholders.
Strong written and verbal communication skills.

Linux and web infrastructure

Strong Linux system administration knowledge, equivalent to the level expected for LFCE or RHCE certification.
Knowledge of at least one programming language, preferably PHP.
Practical experience installing and managing a CMS, such as WordPress or Drupal, on a Linux server.
Strong understanding of LAMP environments.
Interest in containerized and modern infrastructure technologies, including Docker, Kubernetes and serverless environments.
Some experience with Git, GitLab and CI/CD practices.
An interest in information security and a solid practical understanding of OpenPGP.

Personal qualities

Enjoy communicating with users and helping them resolve technical challenges.
Demonstrate curiosity and persistence when investigating unfamiliar issues.
Comfortable handling multiple support requests and shifting priorities.
Able to explain technical concepts clearly to different audiences.
Customer-oriented, analytical and methodical.
Comfortable working with international users and culturally diverse communities.

Languages

Professional fluency in English, both written and spoken.
Knowledge of an additional language is an advantage.

Working environment

You will join an international, technically minded team where customer feedback contributes directly to product quality and service improvement.

The position offers exposure to Linux infrastructure, web technologies, application security and collaboration with software engineering teams.

Interested?

If you enjoy solving technical problems, supporting users and working hands-on with Linux and web technologies, we would be happy to discuss the opportunity with you.

Apply through Skillhubs to learn more about the position and the team.

Technical Support Engineer - Linux / Web Infrastructure