Technical Support Engineer – Openstack, Kubernetes
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Job Description
Technical Support Engineer maintaining customer environments and supporting Mirantis OpenStack/Kubernetes infrastructure. Troubleshooting system-level issues with hands-on Linux administration experience.
Responsibilities:
- Proactively/Reactively troubleshoot customer environments based on Linux, OpenStack, Kubernetes, networking and other cloud technologies, detect, report and resolve issues.
- Alert Management.
- Learn and troubleshoot MOSK (Mirantis Openstack on Kubernetes)
- Resolve and Handle/Triage IaaS related needs in customer datacenters.
- Reproduce customer issues in labs where needed, confirm bug reports, provide detailed information to the development team.
- Work closely with the development team: discuss customer issues, suggest improvements, fix product bugs, etc.
- Own escalations end-to-end by routing issues to the appropriate teams, including OpenStack/ceph storage, networking, hardware, and infrastructure, and product engineering while maintaining accountability and follow-through.
- Participate in weekend on call rotation and holiday coverage
- Communicate urgently, clearly, and in detail with customers during incidents via email and remote session, providing accurate status updates and guiding them through troubleshooting and resolution
- Work with AI tools to increase efficiency and problem solving tasks for customers.
- Troubleshooting server issues- DCOPs issues, Firmware upgrading, Iso, OS, Dell, Lenovo, ST Micro
- Work to troubleshoot any DC networking asks/upgrades, triaging where applicable
Requirements:
- High School diploma or equivalent required, four year college degree preferred or work history equivalent (3+ years technical customer support in IaaS, Saas Technologies)
- Knowledge of OpenStack, Neutron, kubernetes and object storage principles
- Strong English speaking and writing ability required.
- Expert Linux system administration and troubleshooting skills
- DCOPs experience, Firmware upgrades, Iso, OS, Dell, Lenovo, ST Micro
- Networking - tools / Netbox, LibraNMS, Verity, Tailscale, experience with troubleshooting network issues) - Vlans, ports, spine/leaf config, change management, Fortinet, Cisco, Juniper
- Python, scripting experience, automation concepts
- Understanding of networking concepts and protocols
- Alert management experience, Standard Operating Procedure generation (SOP)
- Change Management experience
- Good knowledge of virtualization solutions (libvirt, KVM, VMWare)
- Good knowledge of network and distributed storage solutions
Benefits:
- Work with an established Silicon Valley leader in the cloud infrastructure industry
- Work with exceptionally passionate, talented and engaging colleagues, helping Fortune 500 and Global 2000 customers implement next-generation cloud technologies
- Be a part of cutting-edge, open-source innovation
- Thrive in the high-energy environment of a young company where openness, collaboration, risk-taking, and continuous growth are valued
- Professional development and training
- Attend conferences and working groups
- Company outings, happy hours, hackathons, and tech talks
- Receive a competitive compensation package with a strong benefits plan
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