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 improvement of OpenStack and Kubernetes skills. You will interact with customer sysadmin/DevOps engineers, providing excellent support and ensuring customer success. The position reports to the Global Cloud Support Manager and requires expertise in troubleshooting and a passion for working in a data-driven organization. Platform9 offers a high-energy startup culture and a comprehensive benefits package.

Requirements

• A working knowledge of OpenStack components, architecture and its data flow is a must
• 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)

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

• 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 is a great plus
• Understanding Kubernetes clusters and Hands-on experience resolving issues in production Kubernetes clusters
• Knowledge of Cloud Technologies like AWS, EKS
• Knowledge of KubeVirt is an added advantage

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