Technical Support Engineer, L2

Technical Support Engineer

About Virtuozzo

Virtuozzo is a leader in infrastructure system software for AI. We provide optimised operating systems, orchestration, virtualisation, storage, and management technologies to service providers, SaaS companies, and enterprises. Our solutions deliver mainframe-like performance, reliability, and security while dramatically reducing overall cost and complexity.

Our technology enables customers to build, operate, and monetise cloud services on their own infrastructure, under their own brand, and on their own terms. At Virtuozzo, you’ll join a globally distributed support team known among our customers for providing top-tier technical support. As a Technical Support Engineer, you will provide second-level support and Virtuozzo product expertise to customers around the world.

Responsibilities

• Provide second-level technical support by coordinating, evaluating, troubleshooting, and resolving reported customer issues in collaboration with customer technical teams and internal teams.
• Analyse the technical performance and reliability of products, systems, and services based on customer requests.
• Manage customer communication and provide feedback in accordance with defined quality standards, customer satisfaction requirements, and SLAs.
• Maintain the internal and external knowledge base covering Virtuozzo products and troubleshooting procedures.

Requirements

• Desire to grow as an IT professional, with a focus on developing advanced Linux expertise.
• Understanding of operating system structure and Linux configuration.
• Experience installing, configuring, upgrading, and maintaining Linux operating systems.
• Experience configuring networking and network services in Linux environments.
• Experience using Linux troubleshooting and monitoring utilities.
• Upper-intermediate or higher English proficiency.
• Strong communication and interpersonal skills.
• Ability to remain calm and focused while investigating and resolving technical issues.
• Experience with Docker, Kubernetes, or OpenStack would be an advantage.
• Red Hat or LPI certification would be a strong advantage.

With Virtuozzo, You Will

• Develop advanced knowledge of how Linux works with support from our trainers and an experienced team of professional support engineers.
• Learn how Linux-based infrastructure is used by service providers and enterprises worldwide.
• Build a strong technical foundation for further career development within Virtuozzo.
• Work directly with global customers and further develop your technical communication and problem-solving skills.

What We Offer

• Remote working model: Join an international, distributed team while maintaining flexibility in how you work.
• B2B contracting from Serbia, BiH, Georgia, and N. Macedonia: Work with Virtuozzo through an independent contractor arrangement.
• Professional growth: Training budget, certification support, mentorship, and career progression opportunities.
• Inclusive, multicultural culture: Work alongside talented engineers from around the world on infrastructure-grade cloud products.
• Additional programmes: Recognition initiatives, referral bonuses, technical talks, and other learning activities.
• Global impact: Contribute directly to customer satisfaction while providing valuable feedback that helps our Engineering teams improve Virtuozzo products.