Cloud Support Engineer L1/L2

Job Title: Cloud Support Engineer
Reporting To : Global Cloud Support Manager
Member of : Customer Support and Engineering Operations

About Us:
Platform9: A Better Way to Go Cloud Native

Platform9 is a leader in simplifying enterprise private clouds. Our flagship product, Private Cloud Director delivers an open, comprehensive private cloud platform that is developer-friendly and cost-effective, while providing enterprise IT teams with key capabilities they need to modernize their legacy virtualized infrastructure, including: 

Production ready virtualization: Comprehensive virtualization management, from advanced resource scheduling to powerful cluster-wide Software Defined Networking.

Built for the enterprise: Ability to run hundreds of clusters with high availability, seamless in-place upgrades, and backed by Platform9’s Always-On Assurance™.

Integrated and extensible: Integrated platform includes Kubernetes and Kubernetes based platform extensions making it easier for enterprises to harness the ever-growing ecosystem of open-source infrastructure and cloud-native services.

Platform9 was founded by a team of VMware cloud pioneers and has over 20,000 nodes in production at some of the world’s largest enterprises, including Cloudera, EBSCO, Juniper Networks, and Rackspace. Platform9 is an inclusive, globally distributed company backed by prominent investors, committed to driving private cloud innovation and efficiency.

We have a high energy start-up culture. We value customer obsession, innovation, openness, bias towards action, and speed.And we are looking to add a seasoned cloud support engineer to our tight-knit and customer support team.

Position Summary:

We are looking to hire a Cloud Support Engineer who is an expert in troubleshooting, a quick learner, enthusiastic, highly motivated, and provides excellent support experience while making enterprise customers successful with their open-source clouds. In this position, the engineer shall interact with sysadmin/DevOps engineers of the customer and assist them in solving issues arising in their OpenStack/Kubernetes environment while maintaining a high SLA goal. This role involves continuous learning and sharpening of OpenStack and Kubernetes skills. As a Cloud Support Engineer, you will be responsible for technical support and consultation for Platform9’s growing customer base. This role reports to our Global Cloud Support Manager.
Roles and Responsibilities:

• Monitoring ticket queue (5%)
• Troubleshooting customer issues independently (50%)
• Talking through issues via Zoom (5-7%)
• Maintaining Knowledge Base/documentation (10%)
• Training (1-on-1, personal study, support trainings/handovers) (10%)
• Meetings (5-7%)
• Projects (Reporting, Automation, Customer Success, Process Development) (10%)

Preferred Qualifications:

• A working knowledge of OpenStack components, architecture and its data flow is a must
• 3+ years experience with customer escalations by responding via portal, video call (Webex, Zoom, etc.) or phone to resolve customer cases or escalations as needed
• Excellent verbal and written communication skills
• Administration experience in Linux and knowledge of storage and networking subsystems
• A good understanding of virtualisation technologies like: KVM, libvirt, Xen
• Basic networking knowledge: TCP/UDP, DNS, DHCP, ICMP, and IP Addressing
• Programming and scripting proficiency in python, bash, awk, or sed,
• Knowledge of OpenStack satellite technologies (MySQL, OVS, RabbitMQ, network namespaces, hypervisors, etc)
• Should be willing to work in rotational shifts

What would make you standout?:

• Previous experience with Ceph or Gluster storage
• Relevant industry experience with software-defined networking (SDN), - OVS/OVN
• Understanding the control flow of OpenStack & how to troubleshoot OpenStack components
• Good knowledge of what calls are made when the user triggers actions in OpenStack: taking a snapshot, creating a tenant, building a VM
• Experience working on configuration management tools (puppet, chef, salt, ansible, cobbler)
• Golang knowledge is a great plus
• Understanding Kubernetes clusters and Hands-on experience resolving issues in production Kubernetes clusters
• Knowledge of Cloud Technologies like AWS, EKS
• Knowledge of KubeVirt is an added advantage
• To succeed in this role, you must be a team player with a strong sense of ownership of your work and a passion for working in a data-driven organisation

Benefits and Perks:
Employees today are looking for companies that truly care and recognise their whole person. Platform9’s benefits and perks have been carefully designed to ensure that we take care of an employee's emotions and physical well-being. Many of our benefits extend to families, who form  a significant part of our well-being at work

Please note that benefits change by country.

• Competitive Compensation and Equity
• Medical Healthcare for you and your family
• Hybrid Work Model
• Wellness Benefits
• Professional Development/Global certifications
• Reward and Recognition Programs
• Team Building Activities
• Hackathon 
• Company-Wide Programs

Our benefits have been carefully selected, keeping in mind employees' requirements and personal situations now and for the future.