On-Premise Support (Linux Sys Admin) - Rally Software - Boulder
Posted by: "Diana Calderoni" dcalderoni@rallydev.com
Are you a junior Linux systems administrator with a passion for technology?
Are you skilled in both hardware and software? Are you great at turning
fails into epic wins? Do you know who Afro Ninja is? If so, our On-Premise
support team is looking for you. Rally Support isn’t your typical technical
support job. This isn’t a call center or “cube farm”. We are a collection of
skilled specialists focused on problem resolution, customer education, and
product innovation. In addition to Rally’s unmatched corporate values, our
group’s vision is proof of this focus – We serve as the face of Rally
Software to our customers through professionalism, courtesy, and consistent
messaging.
We believe in support that goes above and beyond traditional
call-and-respond models, focusing instead on overall customer success.
We act as the voice and primary advocate for the Rally On-Premise customer
base by contributing to new feature decisions and collaborating with
development teams.
*Key Responsibilities:*
- Work as part of a high performance team to provide technical support
for Rally’s on-premise (hosted locally) customers.
- Troubleshoot the Rally application as it relates to issues within the
customer’s environment (install issues, performance issues, etc).
- Promptly identify, analyze, and resolve customer inquiries, concerns,
and issues.
- Participate in an on-call rotation.
- Serve as overflow technical support for our web-based software.
- Act as a liaison between customers and software development to ensure
critical customer issues are resolved.
- Advise customers of general best practices.
- Improve Rally’s customer support experience from helping to define the
offering to collecting feedback.
- Write occasional internal, “tech tip”, and knowledge base articles.
- Participation in team building exercises including (but not limited to)
stuffed-animal hostage negotiations, coordinating team outfits, and
snack-time sharing.
*Base Qualifications:*
The ideal candidate will have the following experience and attributes:
- Systems administrator or other IT-related position required (3+ years
of experience)
- Primary skill set is Linux. Preferred candidate will have experience
with one or more of the following: AIX, Red Hat, HPUX, Solaris and SuSe
- Ability to install and configure Virtual Machine environments.
- Multiple platform experience including installation, configuration and
end user support.
- Must be able to communicate technical issues in terms that general
audiences can understand.
- Ability to follow-through and provide frequent status updates to
customers.
- Interest in acquiring deep product and methodology expertise.
If this sounds like you, please apply through the careers section of the
Rally website: www.rallydev.com/careers
