Tech Support Specialist

As a Tech Support Specialist at Aethir, your main responsibilities will include providing Level 2 technical support, troubleshooting complex cloud technology issues, monitoring system performance, and developing automation scripts using Shell and Python. You will collaborate with cross-functional teams to maintain cloud infrastructure while participating in on-call rotations to offer 24/7 support, ensuring that our clients receive prompt and efficient service.

To be a successful Tech Support Specialist at Aethir, a Bachelor's degree in Computer Science, Information Technology, or a related field is preferred, though equivalent work experience is also acceptable. Strong problem-solving and communication skills, along with proficiency in Linux platforms (like Ubuntu and CentOS), cloud technologies, and scripting languages like Shell and Python, are essential. Additionally, fluency in Mandarin and English is necessary for communicating effectively with global colleagues.

A Tech Support Specialist at Aethir should possess a robust set of technical skills, including proficiency in Docker, Kubernetes, AWS, and AliCloud. Familiarity with monitoring tools such as ELK Stack, Prometheus, and Grafana is also important. Being an experienced Linux system administrator with strong scripting skills is vital, as you will handle automation and system administration tasks effectively in this dynamic environment.

Yes, previous experience in cloud technologies is highly beneficial for the Tech Support Specialist role at Aethir. Familiarity with concepts and tools related to cloud infrastructure, as well as experience troubleshooting issues related to Docker, Kubernetes, and various cloud services, will greatly enhance your effectiveness and ability to support our enterprise clients.

A Tech Support Specialist at Aethir can expect a collaborative and innovative work environment, characterized by a hypergrowth startup culture. We emphasize teamwork across global and local teams and encourage contributions to cutting-edge projects. Expect to engage in dynamic problem-solving situations while benefiting from fantastic career progression opportunities.

In your answer, highlight your proficiency with Linux distributions, especially Ubuntu and CentOS, including any administrative tasks you've performed such as user management, system monitoring, or performance tuning. Mention any challenges you've faced and how you resolved them, showcasing your troubleshooting skills.

Explain your approach to assessing the urgency and impact of each issue. You might discuss using a priority matrix or involving teams to ensure that critical issues affecting user operations are addressed swiftly while managing time effectively for lower-priority items.

Mention tools like Shell, Python, Docker, and any CI/CD tools like Jenkins or Ansible you have experience with. Discuss specific tasks you've automated, emphasizing the time saved and the positive impact on system efficiency and reliability.

Discuss your learning habits, such as following technology news, engaging in online courses/dedicated webinars, or participating in community forums. This shows your dedication to professional growth and your inclination towards adopting new technologies in your work.

Share a specific incident where you addressed a significant technical issue, explaining the problem, your analysis process, the solution implemented, and the outcome. Emphasize your systematic approach and technical know-how you utilized in the resolution.

Detail your hands-on experience with cloud services, including deployment, management, or troubleshooting. If applicable, provide examples of projects or situations where you effectively utilized these platforms to achieve specific objectives or resolve issues.

Discuss monitoring tools you have used, such as the ELK Stack or Grafana, emphasizing how you leverage metrics to spot issues proactively. Describe your troubleshooting methodology for identifying the root cause and the corrective measures you implemented.

Explain the importance of teamwork in resolving technical issues effectively. Discuss how you work with different departments to achieve common goals, providing examples if possible, to emphasize your communication skills and teamwork experience.

Detail your approach to staying prepared for emergencies, including your availability, communication strategies, and how you manage stress during high-pressure situations. Highlight your commitment to providing effective and timely support.

Describe your philosophy on customer service, emphasizing the importance of empathy, active listening, and a clear communication style. Provide examples of how you've gone above and beyond to meet clients' needs while resolving technical challenges.