Technical Support Engineer

Mirantis•Remote, OR

3h•Onsite

About The Position

The Technical Support Engineer is a mid-level role responsible for maintaining the reliability and performance of customer environments remotely and supporting any Mirantis Opensack/k0s layers they run along with it. The ideal candidate brings hands-on Linux administration experience, with the ability to diagnose and resolve system-level issues efficiently. A solid working knowledge of Kubernetes and Openstack is desired — including cluster operations, components workload management, and troubleshooting containerized environments. They will also need to be able to diagnose and triage basic networking needs from a Data Center perspective. Alert management and creating good documentation are skills they will need to bring to the role as well.

Requirements

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

Nice To Haves

Experience w/ databases and message brokers (MySQL, Galera, PostgreSQL, RabbitMQ, InfluxDB, ElasticSearch, Cassandra, Zookeeper)
Experience with configuring, customizing, and extending monitoring tools (Grafana, Kibana, Nagios, Prometheus)
Experience working configuration management tools (Puppet, Chef, Salt, Ansible, Helm)
Kubernetes experience, openstack frameworks
TOR switching, networking concepts

Responsibilities

Proactively/Reactively troubleshoot customer environments based on Linux, OpenStack, Kubernetes, networking and other cloud technologies, detect, report and resolve issues. Alert Management.
Learn and troubleshoot MOSK (Mirantis Openstack on Kubernetes)
Resolve and Handle/Triage IaaS related needs in customer datacenters.
Troubleshooting server issues- DCOPs issues, Firmware upgrading, Iso, OS, Dell, Lenovo, ST Micro
Work to troubleshoot any DC networking asks/upgrades, triaging where applicable
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, etc.
Own escalations end-to-end by routing issues to the appropriate teams, including OpenStack/ceph storage, networking, hardware, and infrastructure, and product engineering while maintaining accountability and follow-through.
Participate in weekend on call rotation and holiday coverage
Communicate urgently, clearly, and in detail with customers during incidents via email and remote session, providing accurate status updates and guiding them through troubleshooting and resolution
Work with AI tools to increase efficiency and problem solving tasks for customers.