Senior Linux support engineer

36-40 h/week | Leiden or Homeoffice

  • Education: higher education level
  • Experience: 1-3 years
  • Salary: € 40,000 - € 50,000 (fulltime employment)

How can you help?

At Kopano, we need someone who enjoys helping our customers and partners sort out problems they have encountered with Kopano software.

The support and professional services team is responsible for tasks such as customer support by email, the portal and telephone. They work together with our customers and partners technical teams to analyse problems on both server and client. They create product knowledge (documentation, knowledge base articles), they perform server and customer system checks, deployments and migrations and testing the software by reproducing issues together with the testing department.

The challenges you will face

You play an essential role in the communication with our customers and partners. Depending on their experience level, you’ll work together with them to figure out what ‘it does not work’ means, all the way up to the level where there is a connection problem with one specific client on one particular operating system, or perform a deeper analysis of performance issues in a complex environment.

You are the interface between the customer and the QA and development team, where you will translate the problems and requirements into bug reports and feature requests, ready to be processed. You will ensure the customer, the technical teams and your own team is kept up to date on the status of the requests.

We are looking for someone to be part of this team who can grow together with the team into a more coordinating role. You will keep track of the support performance, issues that block progress and report to the team leader. You can spot gaps and issues in documentation, product and processes and make those discussable. When you see the need, you can convert a support request into a professional services project to make sure the customer gets the help they need, even if it is not part of the subscription.

What does a typical day look like?

A typical day starts with a quick check for new high priority issues that came in overnight or during the weekend. You’ll reach out to customers that have raised new issues to get all the information you need to inform the development and QA team or you will try to reproduce an issue in a lab environment where setting up a new system is a matter of a few clicks.

During the daily standup, you’ll discuss complex issues with your fellow support & professional services engineers and try to find a solution for the problem or a next step in the analysis that can be done by you or your colleagues.

Occasionally, you’ll be working on a project at a customer to deploy one of our products, to tune the system for optimal performance or to find the culprit in a poorly performing installation.

Can you make the difference?

  • Yes, if you have great analytical skills;
  • Yes, if you don’t stop searching until you’ve found the source for the problem;
  • Yes, if you have experience with Linux on the command line;
  • Yes, if you have good oral and written communication skills, English is a must, together with one of Dutch or German;
  • Yes, if you have experience with networking technologies such as HTTP, IMAP, SMTP and DNS;
  • Yes, if you want to grow into a coordinating role.
  • No, if you cannot combine being a team worker with diving into your tasks on your own;
  • No, if you are not able to share your knowledge with others in written or spoken form;
  • No, if you don’t ask for help when you need it.

What's in it for you?

  • A market conform salary, depending on your skill and experience level
  • A good work/life balance, possibility to work from home a few days a week
  • Opportunities for personal development and growth
  • Secondary benefits such as holiday pay, 24 paid holidays, travel expenses, contributions to retirement funds
  • Many other things (often organized by colleagues!), like team events, sports activities and LAN parties

Who are we?

We are Kopano, an open source software vendor with over 10 years of experience in email and communications. Since communications in the business world these days is more than just email, we are bringing various communication technologies together in a single platform.

Our young and dynamic teams are situated in The Netherlands and in Germany. From these offices, we work together with hundreds of partners to serve thousands of customers worldwide, as well as with many worldwide experts in the field of open source development and various Linux communities.

Helmuth Neuberger

Special Projects


Send an email to Helmuth Neuberger with your motivation letter and CV!