Technical Support Engineer

New

United StatesFull-TimeMiddle

Salary not disclosed

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Job Details

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

Proactively/Reactively troubleshoot customer environments based on Linux, OpenStack, Kubernetes, networking and other cloud technologies.
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.
Own escalations end-to-end by routing issues to the appropriate teams.
Participate in weekend on call rotation and holiday coverage.
Communicate urgently, clearly, and in detail with customers during incidents.
Work with AI tools to increase efficiency and problem solving tasks for customers.
Troubleshoot server issues (DCOPs, Firmware upgrading, Iso, OS, Dell, Lenovo, ST Micro).
Troubleshoot DC networking asks/upgrades.

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