L1/L2 Cloud Support Engineer

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
Cloud native is a strategic priority for technology leaders at nearly every company around the world. Going to cloud native is a complex, challenging, but necessary process for businesses and organisations, regardless of size or industry.
As cloud native grows and matures, many enterprises are looking to leverage powerhouse technologies like Kubernetes to accelerate their adoption, but they are faced with a limited set of options. Public cloud Kubernetes is expensive and locks you into their infrastructure and platform services. DIY Kubernetes gives you more infrastructure flexibility and control, but it is challenging and requires operation skills you don’t have. Platform9 is the third option for your cloud-native future.
Platform9 is the only container management and orchestration solution that supports the complete lifecycle of the cloud-native journey on infrastructure anywhere. We combine the flexibility of DIY Kubernetes, with the simplicity of public cloud Kubernetes. Platform9 is a better way to go cloud native, paving the way for an open distributed cloud future.
Innovative enterprises like Juniper, Kingfisher Plc, Mavenir, Redfin, Rackspace and Cloudera achieve 4x faster time-to-market, up to 90% reduction in operational costs, and 99.99% uptime. Platform9 is an inclusive, globally distributed company backed by leading investors. All this means that the future for Platform9, for our customers, and for our team is about as bright and exciting as it gets. It’s the best time to join our highly collaborative, friendly, and rich learning environment.
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 Kubernetes components, architecture and it's data flow is a must
• 3 to 6 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 and container technologies is one of the following: VMware, KVM, libvirt, Xen, and Docker 
• Basic networking knowledge: TCP/UDP, DNS, DHCP, ICMP, and IP Addressing
• Programming and scripting proficiency in python, bash, awk, or sed,
• Knowledge of AWS is a must.

What would make you standout?:

• Understanding of troubleshooting practices for Kubernetes clusters
• Hands-on experience resolving issues in production Kubernetes clusters
• Experience in isolating Kubernetes issues to specific golang code
• Knowledge of CNI, CSI, and CRI interfaces and how to troubleshoot issues which may arise in their application
• Understanding control flow of OpenStack & how to troubleshoot OpenStack components
• Good knowledge of what calls are made when user triggers actions in OpenStack: taking a snapshot, creating a tenant, building a VM
• Knowledge of OpenStack satellite technologies (MySQL, OVS, RabbitMQ, network namespaces, hypervisors, MongoDB, etc)
• Subject matter expert (SME) on one or more Infrastructure verticals: virtualisation-KVM, virtualisation-ESX, networking-neutron, storage-cinder, storage-ceph, etc.
• Working knowledge of distributed storage solutions (iSCSl, Ceph)
• Overall working experience with databases and message brokers (MySQL, RabbitMQ)
• Experience working on configuration management tools (puppet, chef, salt, ansible, cobbler)
• Programming proficiency in Golang and Javascript
• Knowledge of KubeVirt is an added advantage.
• To succeed in this role, you’ll need to 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.