Support Engineer – L2

Role Overview

• Troubleshoot private cloud deployments based on OpenStack, Kubernetes, Mirantis Container Runtime (MCR), and related cloud technologies, detecting, reporting, and resolving complex issues across the stack.
• Provide high-tier support for critical product issues escalated by peers or management, including leading high-severity incident calls and coordinating resolution efforts across multiple teams.
• Act as a shift-level technical leader, maintaining awareness of platform health, responding to alerts, and proactively managing emerging issues within customer environments.
• Perform cluster upgrades and lifecycle operations as new releases become available, ensuring minimal disruption and clear communication throughout the process.
• Communicate urgently, clearly, and in detail with customers during incidents, providing accurate status updates and guiding them through troubleshooting and resolution.
• Own escalations end-to-end by routing issues to the appropriate teams, including OpenStack, Ceph and storage, networking, hardware, and infrastructure, while maintaining accountability and follow-through.
• Lead incident management efforts by structuring outage calls, distinguishing root cause from contributing factors, documenting findings, and driving corrective actions to completion.
• Reproduce customer issues in internal lab environments, validate defects, and provide detailed diagnostics and reproduction steps to development teams.
• Work closely with engineering teams to review customer issues, suggest improvements, identify potential product defects, and track fixes through delivery.

Requirements

• High school diploma or equivalent required; four-year degree preferred or equivalent experience with three or more years in a senior or Tier 3 systems administration role.
• Strong experience with OpenStack core services including Nova, Neutron, Cinder, Keystone, and Glance.
• Hands-on knowledge of Neutron networking, including OVS and OVN, VLAN and VXLAN, and SDN concepts.
• Experience with Cinder storage backends, including Ceph RBD and LVM.
• Strong Ceph experience, including troubleshooting cluster health, OSD and MON issues, performance tuning, and recovery operations.
• Working knowledge of Kubernetes architecture and troubleshooting containerized workloads.
• Advanced Linux system administration skills.
• Strong understanding of networking fundamentals.
• Excellent written and verbal English communication skills.

Tech Stack

• Cloud
• Kubernetes
• Linux
• OpenStack

Benefits

• Work with an established Silicon Valley leader in the cloud infrastructure industry.
• Work with exceptionally passionate, talented and engaging colleagues, helping Fortune 500 and Global 2000 customers implement next-generation cloud technologies.
• Be a part of cutting-edge, open-source innovation.
• Thrive in the high-energy environment of a young company where openness, collaboration, risk-taking, and continuous growth are valued.
• Receive a competitive compensation package with strong benefits plan.