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;
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;
Troubleshooting server issues
DCOPs issues, Firmware upgrading, Iso, OS, Dell, Lenovo, ST Micro;
Work to troubleshoot any DC networking asks/upgrades, triaging where applicable.

High School diploma or equivalent required;
four year college degree preferred or work history equivalent (3+ years technical customer support in IaaS, SaaS Technologies);
Knowledge of OpenStack, Neutron, Kubernetes and object storage principles;
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;
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.

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