Linode is seeking passionate individuals to join its ever-growing Customer Support team at all experience levels. Linode Support is the front-line of Linode’s cloud hosting platform, and is fully dedicated to providing the best support in our industry. When customers say what they love about Linode, “Customer Support” should be at the top of their list.
We are currently seeking a Customer Support Manager to advocate for our customers and our people, focusing strongly on the happiness of our customer base and successes and development of the members of the Customer Support team. Ideally, you will have a proven track record of leadership skills and developing employees, resulting in the improvement of individual members of the Customer Support team, as well as the team as a whole. You should be an excellent communicator with strong documentation abilities as well as attention to detail. Customer Support Managers are expected to contribute to Support through facilitation rather than direct intervention with the functional purpose of creating an environment in which our Support team can succeed through policy calibration, personnel development, and the research of new helpful tools and methods.
This role is a regular 40 hour per week position located in our Philadelphia, PA office.
Since 2003, Linode has been providing cloud computing services to customers around the world. Linode offers compute, storage, and networking services from ten data centers in three regions spanning North America, Europe, and Asia. We are committed to making Linode the most simple, powerful and reliable hosting provider that thousands of customers—from the fastest-growing startups to established enterprises—trust. This industry moves fast, but we strive to hire the kind of people who can stay a step ahead and keep us – and themselves – at the top. We are an equal opportunity employer and we are committed to building a diverse, inclusive, and welcoming workplace for all.Apply Now
What does Linode look for in prospective employees?
We constantly seek people who are not only qualified to do the job, but who are passionate about doing it well. We have a unique environment where our projects aren’t segmented or siloed — every employee owns what they’re working on and gets to see how it impacts our users and how it fits into high-level strategy. We look for people with a strong interest in learning and growing - personally and professionally.
Furthermore, empathy is the name of the game, and though it might sound cheesy, our number one requirement is a desire to help people. Assisting customers is the core of the job for every employee at Linode. If you’re not motivated by solving problems and making people happy, you’re at the wrong place.
What about technical skills?
Linode employees, especially those on the support team, often come to the company from a variety of non-technical backgrounds. That said, technical aptitude is a must. All employees pick up the Linux command line. The work we do is specific to Linux.
Technologists should know that while historically we’ve been a Python shop leveraging Flask, Django, and React, a lot of our next-gen systems are built with Go and Kubernetes. On top of that, we use SaltStack for configuration management, Docker for containerization and Jenkins for continuous integration. We don’t care so much about years of experience with particular languages, frameworks, and libraries as we care about passion, aptitude for learning new technologies, and eagerness to work with the best tools for each job.
What does a typical day of work at Linode look and feel like?
When it comes down to it, you can and should have a good time working at Linode. We empower our employees to use their knowledge to do the job the best way, to have constructive debates, and ultimately to do things that will produce the best results. We’ve held on to our startup feel, but with the benefit of being a market leader in a booming industry. At the end of the day, our employees are passionate about the things they work on which makes for a rewarding environment.
Linode strives to be communicative and open, both with our open source community and with each other. Employees are encouraged to offer their input on how to make the company and platform better, and that feedback is always evaluated.
How does Linode encourage professional growth and learning?
Linode offers a unique opportunity for those looking to launch or continue a great career in tech while learning new skills on the job. We’ve cultivated a culture of continuous learning and self-improvement. Professional aspirations aren’t limited here, and new roles are often created based on personal goals and company needs.
A new ‘Work From Home’ policy allows employees to work remotely two days a week, three if they are on the Support team. Many feel the new policy has increased their productivity, as well as eased the burden of finding that elusive balance between life and work.
What new projects or partnerships is Linode excited about?
Linode recently secured a premiere partnership with Limelight—an edge services platform delivering high-performance digital experiences. The partnership has been a win-win for both companies. Linode has gained access to a world class content distribution network, inciting its expansion into a new customer vertical of larger Enterprise customers, while Limelight reaps the benefits of Linode’s specialized computing expertise.
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