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Support Engineer Trainee

VirtuozzoAgawam, MA, US

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Trainee Support Engineer

Virtuozzo is a global technology company specializing in modern IT infrastructure solutions. We are committed to innovation and adaptability. Virtuozzo provides a comprehensive portfolio of solutions that enable service providers and enterprises to leverage containers, virtual machines, and software-defined storage - along with backups, image management, and automation tools. In addition, we offer a range of XaaS solutions, including cloud infrastructure, Kubernetes, DevOps automation, and hosting technologies, empowering businesses to deploy, manage, and scale applications and infrastructure efficiently.

We're looking for a motivated Trainee to join our Support Team and grow into a full-fledged Support Engineer. This is a great opportunity to work on real-world technical challenges in a supportive, fast-paced environment, with the chance to gain hands-on experience and develop practical troubleshooting skills.

Primary Duties & Responsibilities

Provide L2 24 / 7 technical support for our partners (alternative schedules available)
Process and triage incoming L2-L3 support requests for the technical support service
Learn how to research, diagnose, troubleshoot, and implement solutions to resolve customer issues, escalating when necessary
Ensure timely and professional communication with customers
Maintain and expand the Knowledge Base with key findings and troubleshooting guides

Skills Required

Basic understanding of how operating systems work, especially Linux

Hands-on experience with Linux basics

Basic knowledge of internet protocols (like DNS, HTTP, SSH, FTP, SMTP)

Intermediate or higher level of English (both written and spoken)

Willingness to learn and solve technical problems

Good communication and attention to detail

Ability to stay calm and focused under pressure

Bonus Skills

Experience with virtualization (e.g., Proxmox, VMware)

Familiarity with any monitoring or ticketing tools (e.g., Zabbix, Zendesk, Prometheus, Jira)

Knowledge of networking and how to configure basic services (DHCP, DNS, VPN)

Basic scripting skills (Bash / Python)

Interest or experience with cloud platforms

IT certifications (like LPI, Red Hat)

What You'll Achieve at Virtuozzo

Advance your expertise in Linux, cloud, and networking with real-world enterprise cases

Gain deep experience in XaaS and containerized deployments

Work alongside experienced engineers in a highly technical environment

Develop your career at a fast-growing global tech company

Understand how Linux powers major enterprises worldwide

Enhance your communication skills through direct collaboration with customers

What We Offer

Flexible hours and remote work options

Space for creativity and experimentation within the company's goals

Share Options everyone shares in our success with share options

We help our team get private medical insurance

A smart, friendly team that values reliability, simplicity, and automation

Your privacy is important to us. All information provided during the application process will be treated with the utmost confidentiality and used exclusively for evaluating your candidacy. By submitting your application, you agree to our privacy policy.

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Support Engineer • Agawam, MA, US