We’re looking for a Linux Support Engineer who will join our Hotline Support Team (Level 2 support) in a shift-based environment.
As a Level 2 Technical Support Engineer you will assist to resolve all issues and perform regular troubleshoot on the Eidosmedia Products stack; you will ensure the smooth running of day to day objectives, delivering excellent customer service and first class technical support for our customers.
Company Profile
Eidosmedia is the world leader in content management and digital publishing solutions in the media and financial services sector. Our software covers the entire lifecycle of content, from authoring, management, workflow, design, to sharing, publishing and delivery, with open technologies and modern frameworks. We are innovators and disruptors, and we help our customers maximize the productivity and flexibility of their operations through the application of modern, digital technologies.
What we offer
Continuous Learning: We encourage and support continuing education, offer training to enhance job and management related skills and provide a working environment where learning and development takes place to help all employees in their job paths.
Work-Life Balance: At Eidosmedia we have a long history of success with the hybrid work model that existed in our company from before the global pandemic. We consider personal and family situations of our employees and though your presence in our offices will be required some of the time, it is extremely flexible.
International context: We are a global reality, and you will deal with people all over the world with subsidiaries in France, Germany, the USA, UK, Australia and a growing tech-center in Portugal.
Enthusiasm: We love what we do, and we love doing it well. Our enthusiasm drives us to take pride and pleasure in the routine delivery of excellence.
People-Centric Culture: Our people are our most valuable resource. We aim to create an environment where everyone can reach their full potential.
What you will do
You will be serving as the first point of contact for customers seeking technical assistance over the phone or email, providing first level contact and conveying resolutions to their issues. You will be also responsible for performing remote troubleshooting through diagnostic techniques and investigating user problems (systems, hardware or software) identifying their source, determining possible solutions in cooperation with support teams and advising user on appropriate action.
Working Hours & Shift Model
This is a shift-based role within a 24/7 support organization.
Shifts are structured to ensure continuous support, with no night shifts (covered by our team in Australia). Typical shifts:
- Morning: 7:30 AM – 3:30 PM
- Afternoon: 3:30 PM – 11:30 PM
- Day shift: 9:00 AM – 6:00 PM
The rotation usually includes morning and afternoon shifts, followed by rest days, and periodic standard day shifts. Weekend and holiday shifts are part of the rotation.
Personal Profile
- Computer Engineering, Computer Science degree or IT High School diploma.
- Good knowledge of Linux Server.
- Good knowledge of Web and Application Server (Tomcat, Nginx, Apache).
- Basic knowledge of framework HA (Veritas/Monit/RHCS).
- Ability to troubleshoot and diagnose problems and to analyze log.
- Good knowledge of scripting (Bash or Python on a UNIX or Linux platform).
- Good English skills.
- Teamwork and excellent communication skills.
