About skillspath
skillspath is a fast‑growing leader in the managed services and cloud‑infrastructure space, delivering end‑to‑end IT solutions for businesses of all sizes. Our mission is to empower organizations to focus on their core objectives while we handle the complexity of modern IT environments. With a strong emphasis on innovation, reliability, and customer success, skillspath has built a reputation for providing world‑class support, proactive monitoring, and seamless migration services across Linux, AWS, and hybrid cloud platforms. As we continue to expand our footprint, we are looking for passionate professionals who thrive in a dynamic, 24/7 support culture and want to make a tangible impact on our clients’ digital journeys.
Why This Role Matters
In today’s hyper‑connected world, businesses rely on robust, secure, and highly available server infrastructures. As a Customer Support Specialist on the 3rd shift, you will be the frontline guardian of our clients’ critical systems, ensuring that any technical hiccup is resolved swiftly and efficiently. Your expertise in Linux administration, AWS services, and Managed Services Provider (MSP) environments will directly contribute to minimizing downtime, enhancing performance, and building lasting trust with our customers.
Role Overview
This is a 100 % remote, third‑shift position (typically 11 PM – 7 AM CST) that requires a willingness to work one weekend day per month and to participate in a 24/7 on‑call rotation. You will join a collaborative team of seasoned engineers and support specialists, leveraging a ticketing system, phone, and instant‑messenger channels to deliver top‑tier technical assistance. The role offers a blend of reactive troubleshooting, proactive monitoring, and knowledge‑base creation, providing a well‑rounded experience for anyone passionate about Linux, cloud technologies, and customer advocacy.
Key Responsibilities
- Technical Support Delivery: Respond to inbound customer inquiries via phone, ticketing platform, or live chat, diagnosing and resolving a wide range of Linux and AWS server issues.
- Advanced Linux Administration: Manage, troubleshoot, and optimize Ubuntu, CentOS, and CloudLinux environments, including DNS, networking, IP routing, and MySQL database maintenance.
- Cloud Services Management: Provide hands‑on support for AWS components such as EC2 instances, CloudWatch monitoring, Auto Scaling groups, and related services.
- Critical Thinking & Problem Solving: Apply analytical skills to isolate root causes, implement short‑term fixes, and design long‑term preventative measures.
- Alert Monitoring: Continuously monitor server alerts, performance metrics, and security notifications, taking decisive action to mitigate potential issues.
- Documentation & Knowledge Sharing: Contribute to internal SOPs and create clear, customer‑facing knowledge‑base articles that empower users to resolve common problems independently.
- Team Collaboration: Mentor new hires, share best practices, and collaborate with cross‑functional teams to improve support processes and service quality.
- Continuous Learning: Stay current with emerging technologies, industry trends, and best practices in Linux, cloud, and MSP domains.
Essential Qualifications
- Minimum 1 year of experience delivering technical support via phone, ticketing system, or live chat.
- Hands‑on experience as a System Administrator or power user of Linux operating systems (Ubuntu, CentOS, CloudLinux).
- Solid understanding of DNS, networking fundamentals (TCP/IP, routing, firewalls), and IP addressing.
- Practical experience with MySQL database administration and troubleshooting.
- Proficiency with cPanel and AWS management console, including EC2, CloudWatch, and Auto Scaling.
- Prior work within a Managed Services Provider (MSP) environment, handling multi‑tenant infrastructures.
- Demonstrated ability to think independently, make sound decisions under pressure, and prioritize tasks effectively.
- Excellent verbal and written communication skills, with a customer‑centric attitude.
- Willingness to participate in a 24/7 support model, including occasional weekend shifts.
Preferred Qualifications & Nice‑to‑Have Skills
- Certifications such as Linux Professional Institute Certification (LPIC), Red Hat Certified System Administrator (RHCSA), or AWS Certified Solutions Architect.
- Experience with additional control panels (e.g., Plesk) or container technologies (Docker, Kubernetes).
- Familiarity with scripting languages (Bash, Python) for automation of routine tasks.
- Background in security hardening, patch management, and compliance frameworks (PCI‑DSS, GDPR).
- Exposure to monitoring tools beyond CloudWatch, such as Nagios, Zabbix, or Grafana.
Core Skills & Competencies
- Analytical Mindset: Ability to dissect complex technical problems and devise logical, step‑by‑step solutions.
- Customer Empathy: Understanding of the impact of downtime on business operations and a commitment to delivering calm, reassuring support.
- Time Management: Skillful juggling of multiple tickets, alerts, and projects while meeting SLA targets.
- Collaboration: Strong team player who contributes to a positive, knowledge‑sharing culture.
- Adaptability: Quick to learn new tools, platforms, and processes in a fast‑evolving tech landscape.
Learning & Development Opportunities
skillspath invests heavily in the professional growth of its employees. In this role, you will have access to:
- Structured onboarding and mentorship programs tailored to remote team members.
- Monthly technical workshops covering advanced Linux topics, AWS deep dives, and emerging MSP trends.
- Funding for industry‑recognized certifications and online courses.
- Cross‑departmental shadowing opportunities to broaden your skill set beyond support.
- Regular feedback cycles and career‑path planning sessions with senior leadership.
Career Path & Advancement
Starting as a Customer Support Specialist, you can progress to senior support roles, team lead positions, or transition into specialized engineering tracks such as Cloud Engineer, Systems Engineer, or Solutions Architect. skillspath’s flat organizational structure encourages internal mobility, and high‑performing individuals are often fast‑tracked into leadership or project‑management opportunities.
Work Environment & Culture at skillspath
Our remote‑first philosophy means you can work from anywhere in the United States while staying connected through video calls, chat platforms, and virtual coffee breaks. The 3rd‑shift team enjoys a close‑knit community vibe, with regular virtual socials, recognition programs, and a supportive management style that values work‑life balance. skillspath promotes diversity, equity, and inclusion, ensuring every voice is heard and respected.
Compensation, Perks & Benefits
While specific salary ranges are tailored to experience and location, skillspath offers a competitive compensation package that includes:
- Base salary commensurate with expertise and market benchmarks.
- Performance‑based bonuses tied to SLA adherence and customer satisfaction metrics.
- Comprehensive health, dental, and vision insurance plans.
- Retirement savings options with company matching contributions.
- Generous paid time off, including holiday, sick, and personal days.
- Flexible work‑hour arrangements to accommodate personal commitments.
- Home office stipend for ergonomic equipment, high‑speed internet, and productivity tools.
- Access to mental‑health resources, employee assistance programs, and wellness initiatives.
How to Apply
If you are excited about delivering world‑class support, love solving complex Linux and cloud challenges, and thrive in a remote, third‑shift environment, we want to hear from you. Please submit your resume through the link below. Our recruiting team at skillspath will review your application promptly and reach out to schedule a conversation.
Join skillspath and Make an Impact
At skillspath, every support ticket is an opportunity to showcase excellence, build trust, and reinforce our reputation as a premier managed services provider. By joining our 3rd‑shift support team, you will play a pivotal role in ensuring that businesses across the nation stay operational, secure, and efficient. Take the next step in your career—apply today and become part of a forward‑thinking, people‑centric organization that values your expertise and invests in your future.
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