Cloud Support Engineer L1/L2

Summary

Join Platform9, a leader in simplifying enterprise private clouds, as a Cloud Support Engineer. You will be responsible for providing technical support and consultation to our growing customer base, troubleshooting issues in OpenStack/Kubernetes environments, and maintaining a high SLA. This role involves continuous learning and collaboration with customer sysadmin/DevOps engineers. You will monitor ticket queues, troubleshoot customer issues independently, and contribute to knowledge base maintenance and training. The ideal candidate possesses expertise in troubleshooting, is a quick learner, and provides excellent support. This position reports to the Global Cloud Support Manager.

Requirements

• Be an expert in troubleshooting
• Be a quick learner
• Be enthusiastic and highly motivated
• Provide excellent support experience
• 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
• Continuously learn and sharpen OpenStack and Kubernetes skills

Responsibilities

• Monitor ticket queue (5%)
• Troubleshoot customer issues independently (50%)
• Talk through issues via Zoom (5-7%)
• Maintain Knowledge Base/documentation (10%)
• Provide training (1-on-1, personal study, support trainings/handovers) (10%)
• Attend meetings (5-7%)
• Work on projects (Reporting, Automation, Customer Success, Process Development) (10%)

Preferred Qualifications

• A working knowledge of OpenStack components, architecture and its data flow
• 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
• Knowledge of OpenStack satellite technologies (MySQL, OVS, RabbitMQ, network namespaces, hypervisors, etc)
• Previous experience with Ceph or Gluster storage
• 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
• Understanding Kubernetes clusters and Hands-on experience resolving issues in production Kubernetes clusters
• Knowledge of Cloud Technologies like AWS, EKS
• Knowledge of KubeVirt
• Be a team player with a strong sense of ownership of your work and a passion for working in a data-driven organisation

Benefits

• 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