L2 Cloud Support Engineer

We are looking to hire a Cloud Support Engineer who is an expert in troubleshooting, a quick learner, enthusiastic, highly motivated, and provides excellent support experience while making enterprise customers successful with their open-source clouds. In this position, the engineer shall interact with sysadmin/DevOps engineers of the customer and assist them in solving issues arising in their OpenStack/Kubernetes environment while maintaining a high SLA goal. This role involves continuous learning and sharpening of OpenStack and Kubernetes skills. As a Cloud Support Engineer, you will be responsible for technical support and consultation for Platform9 s growing customer base. This role reports to our Global Cloud Support Manager.
Roles and Responsibilities:

• Monitoring ticket queue (5%)
• Troubleshooting customer issues independently (50%)
• Talking through issues via Zoom (5-7%)
• Maintaining Knowledge Base/documentation (10%)
• Training (1-on-1, personal study, support trainings/handovers) (10%)
• Meetings (5-7%)
• Projects (Reporting, Automation, Customer Success, Process Development) (10%)

Preferred Qualifications:

• A working knowledge of OpenStack components, architecture and its data flow is a must
• Knowledge of OpenStack satellite technologies (MySQL, OVS, RabbitMQ, network namespaces, hypervisors, etc)
• Understanding Kubernetes clusters and Hands-on experience resolving issues in production Kubernetes clusters
• 3+ years experience with customer escalations by responding via portal, video call (Webex, Zoom, etc.) or phone to resolve customer cases or escalations as needed
• Excellent verbal and written communication skills
• Administration experience in Linux and knowledge of storage and networking subsystems.
• A good understanding of virtualisation technologies like: KVM, libvirt, Xen
• Basic networking knowledge: TCP/UDP, DNS, DHCP, ICMP, and IP Addressing.
• Programming and scripting proficiency in python, bash, awk, or sed,
• Should be willing to work in rotational shifts

What would make you stand out?

• Relevant industry experience with software-defined networking (SDN), - OVS/OVN
• Understanding the control flow of OpenStack & how to troubleshoot OpenStack components
• Good knowledge of what calls are made when the user triggers actions in OpenStack: taking a snapshot, creating a tenant, building a VM
• Experience working on configuration management tools (puppet, chef, salt, ansible, cobbler)
• Golang knowledge is a great plus.
• Understanding Kubernetes clusters and Hands-on experience resolving issues in production Kubernetes clusters
• Knowledge of Cloud Technologies like AWS, EKS.
• Certifications like CKA, HashiCorp Terraform Associate, and PCA
• To succeed in this role, you must be a team player with a strong sense of ownership of your work and a passion for working in a data-driven organisation.

Benefits and Perks:
Employees today are looking for companies that truly care and recognise their whole person. Platform9 s benefits and perks have been carefully designed to ensure that we take care of an employees emotions and physical well-being. Many of our benefits extend to families, who form a significant part of our well-being at work

Please note that benefits change by country.

• Competitive Compensation and Equity
• Medical Healthcare for you and your family
• Hybrid Work Model
• Wellness Benefits
• Professional Development/Global certifications
• Reward and Recognition Programs
• Team Building Activities
• Hackathon
• Company-Wide Programs