L1 / l2 cloud support engineer

Position Summary :

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 / Dev Ops engineers of the customer and assist them in solving issues arising in their Open Stack / Kubernetes environment while maintaining a high SLA goal. This role involves continuous learning and sharpening of Open Stack 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 Open Stack 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 Open Stack satellite technologies (My SQL, OVS, Rabbit MQ, network namespaces, hypervisors, etc)

Should be willing to work in night shifts

What would make you standout? :

Previous experience with Ceph or Gluster storage

Relevant industry experience with software-defined networking (SDN), - OVS / OVN

Understanding the control flow of Open Stack & how to troubleshoot Open Stack components

Good knowledge of what calls are made when the user triggers actions in Open Stack : 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 Kube Virt is an added advantage.

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 employee's 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

Our benefits have been carefully selected, keeping in mind employees' requirements and personal situations now and for the future.