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Linode

Customer Support Specialist

About Us & What We Do

Each of our teams play an important part in making Linode the most simple, powerful and reliable cloud hosting provider in the industry, but when customers tell us what they love about us, "Customer Support" should be at the top of their list. Our award-winning Support team is focused on delivering effortless experiences to our customers, ensuring they're happy, heard, and helped with each interaction.  We're growing, and we need individuals who are passionate, driven, and humble in their abilities to deliver an exceptional customer experience.

In Support, we go above and beyond when providing solutions and resources to solve customer problems. We work through a variety of channels to help our customers (tickets, emails, phone calls, social media), and we do so quickly, with technical accuracy, and with sincerity at the heart of every interaction. We empower every team member to feel confident and capable in handling any issue that comes our way through a robust Training and Education program. We love Linux and we use it every day. Whether we're in the office or working remotely, the environment we create and the tools we use at Linode make it easy to switch between independent, autonomous work and collaboration with colleagues for customer escalations, projects and product development. Our culture and core values in Support influence everything we do, and we seek every opportunity to improve ourselves, our team, our processes, and our company.

This is a regular 40 hours/week position. We provide 24/7/365 support to our customers, which means if you are interested in this position, you can expect to work non-traditional shifts, including overnights, weekends, early mornings, and holidays. The Support team rotates their schedules every 90 days.

While we're headquartered out of our Philadelphia, PA office in historic Old City, this position is being offered with the option of being fully remote.

About You & What We Are Looking For
  • You have experience working in a customer-facing environment. You act with the customer in mind and you advocate on their behalf, always. Helping people just comes naturally to you.
  • You're an excellent communicator. You're able to explain complex subjects simply, and your writing is clear and concise.
  • You dive in head first when faced with a difficult or unfamiliar issue. You understand the importance of doing good research, asking informed questions, and exploring every possible avenue when solving problems.
  • You are a self starter. You actively seek out and enjoy opportunities to learn new things.
  • You have experience handling and solving technical problems, either personally or professionally, and you have a good grasp on fundamental computing concepts. Even if you've never used a particular technology, like Linux or a command line, your existing knowledge and experience means you're confident you can master it.
  • You're proactive. You eagerly take ownership and responsibility for new tasks, and you take a lot of pride in the work you do.
  • You engage with and support your teammates. You help foster a positive and productive working environment for everyone, and people feel like they can rely on you.
  • You're comfortable with ambiguity. Sometimes things don't work according to plan and that's okay; when things go awry, you can easily shift gears and change your game-plan.
  • You're not afraid of feedback and you don't fear failure. You recognize both of these as potential for growth and you welcome them with confidence that you will do better.
    Why You Should Work For Us
    • We think a healthy work/life balance is crucial to being successful. We offer remote work opportunities, variable scheduling, and a very generous paid time off package, including volunteer time off and even a paid day off on your birthday!
    • Your health matters. We cover up to 90% of medical premiums plus pay for 100% of out-of-pocket costs that insurance doesn't take care of.
    • Retirement benefits: Linode provides a range of retirement benefits including contributions to your 401k plan, a generous profit-sharing plan, and a pension plan.
    • Your family is important to us! Employees may benefit from fully paid parental leave, company-sponsored 529(c) savings plans, and family-friendly company events.
    • Our benefits to support your wellbeing include fully paid access to online mental wellness programs through AbleTo for you and your family, $100 monthly wellness reimbursements, as well as a robust EAP (employee assistance plan) offering.
    • Free hosting service: Take advantage of some Linode service - we'll pick up the tab.
    • Competitive salary: It all begins with fair compensation. We believe in paying people well and rewarding those who go the extra mile. The compensation range for this position is between $45,000 to $52,000 based on a full-time schedule. You may also qualify for a bonus on top of base salary depending on the company and individual performance.
    • Growth & development: Customer Support employees are given clear paths with objectives to grow technically, professionally, and personally in both skillset and career here at Linode.
    • Take a look at our careers site for a full listing of benefits: https://www.linode.com/company...

    Employment, Equal Treatment, No Judgment

    Linode is committed to a culture that creates a sense of inclusion and belonging. We understand that teams perform their best when they include people with diverse backgrounds and differing perspectives, but also that to achieve greatness, people need to feel like they can be themselves; they need to be equal, included, and comfortable in order to perform at their best. Linode stands for equal pay, equal treatment, and equal experiences for all of our people, past, present, and future, regardless of age, race, ethnicity, religion, gender, sexuality, socioeconomic class, disability status, or any other differentiating factor. We strive to make sure every last person we interact with feels like they belong and has the same opportunities as everyone else.

    About Linode

    Since 2003, Linode has been providing cloud computing services to customers around the world. Linode offers compute, storage, and networking services from data centers in regions spanning across North America, Europe, Asia, and Oceania. We are committed to making Linode the most simple, powerful and reliable hosting provider that thousands of customers—from the fastest-growing startups to established enterprises—trust. This industry moves fast, but we strive to hire the kind of people who can stay a step ahead and keep us - and themselves - at the top. We are an equal opportunity employer and we are committed to building a diverse, inclusive, and welcoming workplace for all.


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Posted 1 month ago

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