Technical Support Engineer – Openstack, Kubernetes

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

📋 Description

• Proactively and reactively troubleshoot customer environments utilizing Linux, OpenStack, Kubernetes, networking, and various cloud technologies to identify, report, and resolve issues.

• Manage alerts effectively.

• Acquire knowledge and troubleshoot MOSK (Mirantis OpenStack on Kubernetes).

• Address and manage IaaS-related requirements in customer data centers.

• Reproduce customer issues in lab environments when necessary, validate bug reports, and provide comprehensive information to the development team.

• Collaborate closely with the development team to discuss customer issues, recommend enhancements, and resolve product bugs.

• Take ownership of escalations from start to finish by directing issues to the relevant teams, including OpenStack/Ceph storage, networking, hardware, infrastructure, and product engineering while ensuring accountability and follow-through.

• Participate in weekend on-call rotations and provide holiday coverage.

• Communicate urgently, clearly, and thoroughly with customers during incidents via email and remote sessions, delivering accurate status updates and guiding them through troubleshooting and resolution processes.

• Utilize AI tools to enhance efficiency and problem-solving tasks for customers.

• Troubleshoot server issues related to DCOPs, firmware upgrades, ISO, OS, Dell, Lenovo, and ST Micro.

• Address any DC networking requests or upgrades while triaging as necessary.

⛳️ Requirements

• A high school diploma or equivalent is required; a four-year college degree is preferred or equivalent work history (3+ years of technical customer support in IaaS and SaaS technologies).

• Familiarity with OpenStack, Neutron, Kubernetes, and principles of object storage.

• Strong proficiency in both spoken and written English is essential.

• Expert-level Linux system administration and troubleshooting abilities.

• Experience with DCOPs, firmware upgrades, ISO, OS, Dell, Lenovo, and ST Micro.

• Networking experience with tools such as Netbox, LibraNMS, Verity, and Tailscale; troubleshooting skills with VLANs, ports, spine/leaf configuration, change management, Fortinet, Cisco, and Juniper.

• Proficiency in Python, scripting, and automation concepts.

• Solid understanding of networking concepts and protocols.

• Experience in alert management and generating Standard Operating Procedures (SOP).

• Familiarity with change management processes.

• Good knowledge of virtualization solutions including libvirt, KVM, and VMware.

• Strong understanding of network and distributed storage solutions.

🏝️ Benefits

• Join an established leader in the cloud infrastructure sector based in Silicon Valley.

• Collaborate with highly passionate, talented, and engaging colleagues to assist Fortune 500 and Global 2000 customers in implementing next-generation cloud technologies.

• Participate in groundbreaking open-source innovation.

• Thrive in a dynamic environment of a young company that values openness, collaboration, risk-taking, and continuous growth.

• Opportunities for professional development and training.

• Attend conferences and engage in working groups.

• Enjoy company outings, happy hours, hackathons, and tech talks.

• Receive a competitive compensation package complemented by a robust benefits plan.