Support Engineer, L2

Virtuozzo

5d•Remote

About The Position

Virtuozzo develops infrastructure software that helps cloud service providers, SaaS companies, and enterprises run cloud and AI workloads more efficiently. Our technology spans operating systems, virtualization, storage, orchestration, management, automation, and protection, helping organizations improve performance and reliability while reducing infrastructure costs and complexity. We enable our partners to build, operate, and grow cloud services on their own infrastructure and under their own brand. With deep engineering expertise and a long history of pioneering container-based virtualization, we contribute to foundational open-source projects including OpenVZ, the Linux kernel, Kubernetes, CRIU, KVM, and OpenStack. We’re looking for a Technical Support Engineer to join our Support Team and provide L2 support for our partners’ cloud and virtualization environments. This role suits someone with practical Linux experience and a background in technical support or system administration who can independently investigate issues, implement solutions, and manage cases through to resolution. You’ll work directly with partners and collaborate with L3 support and engineering teams on complex technical challenges, while continuing to deepen your expertise across the Virtuozzo product portfolio.

Requirements

Previous experience in technical support, Linux system administration, or a similar technical role.
Solid understanding of Linux operating systems and practical experience working from the command line.
Ability to troubleshoot Linux services, processes, permissions, package management, and system logs.
Working knowledge of TCP/IP, DNS, HTTP/HTTPS, SSH, FTP, and SMTP, with practical network troubleshooting skills.
A structured approach to problem-solving and the ability to investigate issues independently.
Intermediate or higher English proficiency, both written and spoken, with the ability to explain technical issues clearly.
Strong communication skills, attention to detail, and ownership of customer issues.
Ability to prioritize competing requests and remain calm during critical incidents.
Availability to work an agreed shift schedule supporting a 24/7 service.

Nice To Haves

Experience with virtualization technologies such as KVM, Proxmox, or VMware.
Familiarity with containers, Kubernetes, OpenStack, or cloud platforms.
Experience with monitoring and ticketing tools such as Zabbix, Prometheus, Zendesk, or Jira.
Experience configuring or troubleshooting DHCP, DNS, and VPN services.
Bash or Python scripting skills for troubleshooting and automation.
Familiarity with storage technologies and troubleshooting.
Relevant certifications, such as LPI or Red Hat.

Responsibilities

Provide L2 technical support as part of our 24/7 support operation, with alternative schedules available.
Assess and prioritize incoming support requests based on severity and business impact.
Independently research, diagnose, and resolve issues involving Linux, virtualization, networking, and cloud infrastructure.
Analyze logs, system configurations, and performance data to identify causes and recommend corrective actions.
Escalate complex issues to L3 support or engineering with clear findings, diagnostic evidence, and reproduction steps where applicable.
Own support cases through to resolution, keeping customers informed with timely, clear, and professional updates.
Maintain and expand the Knowledge Base with troubleshooting guides, documented solutions, and recurring issue findings.