Technical Support Engineer

Mirantis helps enterprises move to the cloud on their terms, delivering a true cloud experience on any infrastructure, powered by Kubernetes. The company uses a unique as-a-service model empowering developers to build, share and run their applications anywhere – from public to hybrid cloud and to the edge. Mirantis serves many of the world’s leading enterprises, including Adobe, DocuSign, Reliance Jio, STC, Vodafone, and Volkswagen.

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. 

Main 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. 

• 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

Preferred Qualifications

• 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

 

What does Mirantis offer you?

- 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;

- Internship provides you with the opportunity to combine work and education;

- Professional development and training;

- Attend conferences and working groups;

- Modern bright office, centrally located and close to public transportation;

- Customized workstation (macOS, Windows, Linux);

- Company outings, happy hours, hackathons, and tech talks;

- Receive a competitive compensation package with a strong benefits plan.

We are a Leader for Container Management in G2 (#2 after AWS)!