Technical Support Engineer (Level 2)
ابرناک
- حداقل سابقه کار
- مهم
- موقعیت مکانی
- تهران
- نوع همکاری
- تمام وقت
- خدمت سربازی
- مهم نیست
مهارت های موردنیاز
- Technical Support
- Performance Marketing
Join abrNOC — The Playground Where AI Builds the Cloud.
We're not just hosting servers; we're teaching them to think. abrNOC powers global innovation with ultra-fast cloud infrastructure and new AI-native tools used by thousands worldwide. If you love experimenting, building smarter systems, and seeing ideas come alive, come help us invent the future of cloud computing powered by AI.
This is a technical support role focused on direct client communication. You’ll be responsible for handling more complex tickets escalated from Tier 1, such as advanced troubleshooting and in-depth investigations. However, not all tickets will be Tier 2-level — at times, you’ll also resolve Tier 1-type requests based on workload, priority, or customer needs. Flexibility and a willingness to support wherever needed are key.
Key Responsibilities
We're not just hosting servers; we're teaching them to think. abrNOC powers global innovation with ultra-fast cloud infrastructure and new AI-native tools used by thousands worldwide. If you love experimenting, building smarter systems, and seeing ideas come alive, come help us invent the future of cloud computing powered by AI.
This is a technical support role focused on direct client communication. You’ll be responsible for handling more complex tickets escalated from Tier 1, such as advanced troubleshooting and in-depth investigations. However, not all tickets will be Tier 2-level — at times, you’ll also resolve Tier 1-type requests based on workload, priority, or customer needs. Flexibility and a willingness to support wherever needed are key.
Key Responsibilities
- Take ownership of Tier 2-level support tickets and handle escalations from Tier 1
- Troubleshoot Linux and Windows cloud instances, including performance, configuration, and connectivity issues
- Investigate network-related problems (firewall, routing, VPN, DNS, HTTP/S)
- Collaborate with the infrastructure team on deeper technical issues and ensure a smooth handoff when required
- Communicate clearly and proactively with customers throughout the ticket lifecycle
- Document findings, solutions, and best practices in the internal knowledge base
- Occasionally handle Tier 1-level support tasks as part of daily ticket flow
- Provide feedback to improve internal processes, tooling, and customer experience
Role Requirements
- Strong Linux knowledge (command-line tools, services, logs, networking, systemd)
- Strong understanding of Windows Server troubleshooting
- Familiarity with web servers (Apache, Nginx, IIS)
- Solid troubleshooting skills for performance, connectivity, and configuration issues
- Understanding of networking fundamentals (TCP/IP, VPN, DNS, firewalls)
- Experience with ticketing systems and remote troubleshooting tools
- Excellent written communication skills with a customer-first mindset in English
- Strong analytical thinking and problem-solving abilities
Preferred:
- Prior experience in a Tier 2 or advanced support role
- Familiarity with virtualization and containerization (Docker)
- Experience with monitoring and alerting tools (Grafana)
- Basic shell scripting skills for automation and troubleshooting
- Awareness of security best practices
Why You Should Apply:
- Competitive salary and benefits package
- Flexible working hours
- Career and learning growth opportunities
- Access to the latest AI tools and premium accounts
- Creative, collaborative, and tech-driven environment
- Laptop and all needed equipment provided
- Relax zones and a game room to unwind
Work Location & Schedule:
- Company Location: Fatemi St., Jahad Square, Tehran, Iran
- Workplace Policy: Full-Time - Onsite/ Fully Remote
- Worktime: 44 hours in a week (Night shift is a plus)
Passionate about Technical Support Engineer and ready to make an impact? Join us at abrNOC to push boundaries, grow fast, and help shape the future of cloud tech.
درباره شرکت
ابرناک جایی است که رویاهای ابری شکل می‌گیرند و با هوش مصنوعی جان می‌گیرند.
ما با ۸ سال تجربه در فضای بین‌الملل، در بهار ۱۳۹۹ قدم به ایران گذاشتیم تا بدون سقف و مرز، نرم‌افزارهایی بسازیم که از دل خلاقیت زاده شده‌اند و در مقیاس جهانی می‌درخشند.
اینجا خبری از چارچوب‌های خشک نیست؛ ما به دنبال بهترین نسخه‌ی خودمان هستیم — هر روز، هر لحظه.
اگر به خلاقیت باور دارید، اگر انرژی ساختن در رگ‌هایتان جاری است و اگر می‌خواهید اثری واقعی خلق کنید، جای شما در ابرناک خالیست.
بیایید با هم دنیای فردا را بسازیم.
ابرناک جایی است که رویاهای ابری شکل می‌گیرند و با هوش مصنوعی جان می‌گیرند.
ما با ۸ سال تجربه در فضای بین‌الملل، در بهار ۱۳۹۹ قدم به ایران گذاشتیم تا بدون سقف و مرز، نرم‌افزارهایی بسازیم که از دل خلاقیت زاده شده‌اند و در مقیاس جهانی می‌درخشند.
اینجا خبری از چارچوب‌های خشک نیست؛ ما به دنبال بهترین نسخه‌ی خودمان هستیم — هر روز، هر لحظه.
اگر به خلاقیت باور دارید، اگر انرژی ساختن در رگ‌هایتان جاری است و اگر می‌خواهید اثری واقعی خلق کنید، جای شما در ابرناک خالیست.
بیایید با هم دنیای فردا را بسازیم.
