Technical Support Engineer (Kubernetes, Openstack)

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Overview

The role of Technical Support Engineer at Mirantis is aimed at individuals who have a strong background in supporting customer environments remotely. It primarily focuses on maintaining the reliability and performance of these environments and supporting Mirantis OpenStack/k0s layers. This position offers a promising career path for professionals keen on providing technical support in cloud technologies.

Job Duties

The Technical Support Engineer is tasked with various responsibilities, including:

1. Proactive and Reactive Troubleshooting: The engineer must troubleshoot customer environments based on Linux, OpenStack, Kubernetes, and other related cloud technologies. This entails detecting, reporting, and resolving various issues, handling alert management practices, and addressing IaaS-related needs within customer datacenters.

2. Collaboration with Development Team: A significant part of the role involves working closely with the development team to discuss customer issues, propose enhancements, and fix product bugs. The engineer must ensure a streamlined route for issues requiring escalation and maintain accountability throughout the process.

3. Communication: The engineer is responsible for maintaining clear and detailed communication with customers during incidents. This includes providing updates and guiding customers through troubleshooting and resolution steps. The position requires a high level of urgency and precision in communication, especially during incidents.

4. Weekend and Holiday Coverage: The Technical Support Engineer will also participate in the weekend on-call rotation and handle holiday coverage to ensure customers always have access to support.

5. Use of AI Tools: Inmodern troubleshooting practices, engineers are expected to leverage AI tools to enhance efficiency and optimally resolve customer issues. Tasks might include handling server issues like firmware upgrades, network troubleshooting, and working with various hardware components.

Required Skills

Candidates interested in this role should possess a varied set of technical skills, including:

• Linux System Administration: Expert-level skills in Linux administration are essential, along with the ability to diagnose and resolve system-level issues effectively.
• Cloud Technologies: A solid understanding of Kubernetes and OpenStack is desired, particularly pertaining to cluster operations and workload management.
• Technical Support Experience: The ideal candidate should have at least 3+ years of technical customer support experience in IaaS and SaaS technologies.
• Networking Knowledge: Familiarity with networking tools and concepts (such as VLANs and change management) is also critical.
• Scripting and Automation: Candidates should demonstrate Python scripting skills and an understanding of automation concepts.
• Alert Management: Experience with alert management and generating Standard Operating Procedures (SOPs).

Preferred Qualifications

While not mandatory, the following qualifications can give candidates an edge:

• Knowledge of databases and message brokers (e.g., MySQL, RabbitMQ).
• Experience working with configuration management tools such as Puppet or Ansible.
• Familiarity with monitoring tools like Grafana and Nagios.

What Mirantis Offers

Mirantis provides employees with a range of exciting benefits and opportunities, including:

• The chance to work with an established Silicon Valley leader in the cloud infrastructure industry.
• Collaborative work with passionate and talented colleagues while aiding Fortune 500 customers in the implementation of cutting-edge cloud technologies.
• Professional development opportunities, including attending conferences and participating in tech talks and workshops.
• Competitive compensation and a strong benefits plan that supports employee well-being and career growth.
• A vibrant company culture that emphasizes openness, collaboration, and continued learning.

Conclusion

The position of Technical Support Engineer at Mirantis presents a fantastic opportunity for those equipped with the right skills in cloud technologies. The role is suited for individuals who thrive in fast-paced environments and are passionate about customer support. If you meet the qualifications and are eager to help customers leverage cutting-edge technologies, applying for this role could be a significant step in advancing your career in the tech sector.

This job offer was originally published on himalayas.app