Customer Technical Lead - Online Storage

  • Posted
  • Proposals 1
  • Remote
  • #13172
  • Expired
Peter A. has already sent a proposal.
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Description

Experience Level: Entry Level
Our company is a leading provider of Secure FTP storage and online backup to clients in over 90 countries. We're located in Dublin, CA and are looking for a customer technical lead (virtual), who will help support our customer base, both directly and indirectly.

Responsibilities

Helping customers solve technical issues with our service
Answering questions from customers and prospective customers about the features and capabilities of our service
Developing customer-facing documentation for our website on an as-needed basis
Communicating customer needs and wishes to our development and engineering staff
Work is done primarily via email, with some phone contact.

Requirements

Excellent understanding of the technical fundamentals of the Internet. You should have a solid knowledge of internet protocols such as SSH, FTP, SFTP & HTTP, as well as the ability to use diagnostic tools such as traceroute, ping, and dig.
Strong command line Linux skills. You should have setup and run your own Linux servers before.
Excellent Windows, Mac & Linux troubleshooting ability.
The ability to be a good listener, and to really understand a customer problem or question and help them solve it.
Excellent writing skills. Most of your work will be written (email, documentation, etc.).
Excellent 'bedside manner' on the telephone. Some support will be provided over the phone (via our VoIP system)
2-3 years previous experience in a technical lead role
Availability Requirements

This is currently a one-month contract position, but could easily develop into a long-term position. You'll be working from home, and should plan to spend between 15-20 hours each week. The schedule is somewhat flexible if you have other obligations (school, kids, etc.), but you will need to work during the extended US business day (6am to 6pm PST).

Workspace Requirements

You should have a quiet, professional, distraction free workspace from which to work. You will need to provide a computer (Windows, Mac OS X or Linux) and Internet access; we will provide any software (MS Office, etc.) that you don't already have. You'll also need to install the oDesk team software, which we use communications and time logging. The software will be provided, and is available for Windows, Mac OS X & Linux.

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