Support Engineer, L2/3

This is a fully remote position, open to applicants in Poland.

📋 Description

• Managing L2 and L3 support cases for CloudCasa.

• Diagnosing issues related to backup, restore, migration, and disaster recovery in Kubernetes environments.

• Examining failures associated with agents, jobs, storage targets, cloud integrations, and Kubernetes resources.

• Analyzing logs from CloudCasa components, Kubernetes clusters, and client environments.

• Replicating customer issues in staging or lab settings.

• Escalating confirmed product defects to the engineering team with comprehensive technical evidence.

• Assisting customers with both SaaS and self-hosted deployments of CloudCasa.

• Providing support for integrations with EKS, AKS, GKE, OpenShift, Rancher, Tanzu, and various other Kubernetes platforms.

• Guiding customers in adhering to best practices for dependable backup and recovery.

• Updating internal troubleshooting documentation and creating external knowledge base articles.

⛳️ Requirements

• Practical experience with Kubernetes operations, including pods, namespaces, PVCs, storage classes, events, logs, and fundamental troubleshooting.

• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud, particularly managed Kubernetes services like EKS, AKS, or GKE.

• Proficiency in Linux system administration and command-line troubleshooting.

• Experience in CI/CD or DevOps environments, including Jenkins or similar pipeline tools.

• Scripting skills, preferably in Python or shell scripting.

• Experience in customer-facing technical support, ideally at the L2 or L3 level.

• Ability to read logs, identify failure patterns, and document root cause analyses.

• Strong written communication skills for updating tickets, writing escalation notes, and providing customer-facing explanations.

🏝️ Benefits

• Provision of all necessary equipment, including a laptop, additional monitor, and accessories.

• Tailored career path and professional development opportunities.

• Ongoing performance feedback and annual performance reviews.

• Options for remote work and flexible working hours (breaks during the day are welcome).

• A range of non-salary benefits, including Medicover, MultiSport, life insurance, and a referral program.