Provide timely, accurate and helpful 3rd level technical support for ISC's major open source software systems. Support is primarily provided via email, but can also include video or audio calls.
ISC funds development of open source software by selling technical support subscriptions. We currently support 140 organizations in using our open source successfully. Our support customers are mostly experienced and capable UNIX/LINUX system administrators or network engineers at ISPs, enterprises and universities who have chosen to use open source for their networking applications. They need advice on best practices, configuration reviews, performance tuning suggestions, help in troubleshooting subtle issues, and help in confirming bugs and getting them fixed. Not infrequently, our support users have questions or problems that require testing to reproduce the problem or to verify a solution. This testing could result in a solution for the user, or in identification of a specific bug or requirement for development.
We are a relatively small team, so we need to be efficient and flexible. We need to cover a range of time-zones so we are asking about your planned working timezone. We are potentially also looking for someone who might be interested in growing into a management role at ISC, but this is not a firm requirement for us when filling this Senior Support Engineer Engineer position.
Working conditions: This is an on-call position; candidate must be available via phone or pager 7x24 when on call. On-call shifts rotate amongst support engineers. Each person is on call for evenings and weekends 1 week out of 5 or 6.
You will work as a member of a geographically dispersed team; this is a work-from-home job (must have fast and reliable internet service with no data limits). Some travel required, including annual in-person company meetings and occasional technical conferences such as DNS-OARC.
Valuable additional qualifications
Personal data (PII) that you submit and that we collect in respect of your job application is managed by the relevant ISC group hiring company (normally Internet Systems Corporation, a Delaware company with its principal place of business in New Hampshire, USA). Job application data management and analysis is managed for us by a third-party data processor in the USA. Our HR staff and other staff members located around the world who are involved in reviewing applicants will be provided with access to this data. We will hold this data so long as the position remains open to evaluate your candidacy and we will retain it for a reasonable amount of time after the job closes for purposes of quality control and to enable us to contact you again if we feel another position might be of interest to you. You will have the option to request deletion of data that you submit anytime during or after your candidacy.