Proactively/Reactively troubleshoot customer environments based on Linux, OpenStack, Kubernetes, networking and other cloud technologies, detect, report and resolve issues.
Alert Management.
Learn and troubleshoot MOSK (Mirantis Openstack on Kubernetes)
Resolve and Handle/Triage IaaS related needs in customer datacenters.
Troubleshooting server issues
DCOPs issues, Firmware upgrading, Iso, OS, Dell, Lenovo, ST Micro
Work to troubleshoot any DC networking asks/upgrades, triaging where applicable
Reproduce customer issues in labs where needed, confirm bug reports, provide detailed information to the development team.
Work closely with the development team: discuss customer issues, suggest improvements, fix product bugs, etc.
Own escalations end-to-end by routing issues to the appropriate teams, including OpenStack/ceph storage, networking, hardware, and infrastructure, and product engineering while maintaining accountability and follow-through.
Participate in weekend on call rotation and holiday coverage
Communicate urgently, clearly, and in detail with customers during incidents via email and remote session, providing accurate status updates and guiding them through troubleshooting and resolution
Work with AI tools to increase efficiency and problem solving tasks for customers.

High School diploma or equivalent required, four year college degree preferred or work history equivalent (3+ years technical customer support in IaaS, Saas Technologies
Strong English speaking and writing ability required.
Expert Linux system administration and troubleshooting skills
DCOPs experience, Firmware upgrades, Iso, OS, Dell, Lenovo, ST Micro
Networking
tools / Netbox, LibraNMS, Verity, Tailscale, experience with troubleshooting network issues)
Vlans, ports, spine/leaf config, change management, Fortinet, Cisco, Juniper
Python, scripting experience, automation concepts
Understanding of networking concepts and protocols
Alert management experience, Standard Operating Procedure generation (SOP)
Change Management experience
Good knowledge of virtualization solutions (libvirt, KVM, VMWare)
Good knowledge of network and distributed storage solutions
Knowledge of OpenStack, Neutron, kubernetes and object storage principles

Work with an established Silicon Valley leader in the cloud infrastructure industry;
Work with exceptionally passionate, talented and engaging colleagues, helping Fortune 500 and Global 2000 customers implement next-generation cloud technologies;
Be a part of cutting-edge, open-source innovation;
Thrive in the high-energy environment of a young company where openness, collaboration, risk-taking, and continuous growth are valued;
Internship provides you with the opportunity to combine work and education;
Professional development and training;
Attend conferences and working groups;
Modern bright office, centrally located and close to public transportation;
Customized workstation (macOS, Windows, Linux);
Company outings, happy hours, hackathons, and tech talks;
Receive a competitive compensation package with a strong benefits plan.

Technical Support Engineer

Key skills