Job Description

The Technical Support Engineer is a mid-level role responsible for maintaining the reliability and performance of customer environments remotely and supporting any Mirantis Openstack/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.

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.

• 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.

• Troubleshooting server issues- DCOPs issues, Firmware upgrading, Iso, OS, Dell, Lenovo, ST Micro

• Work to troubleshoot any DC networking asks/upgrades, triaging where applicable

Qualifications

• High School diploma or equivalent required, four year college degree preferred or work history equivalent (3+ years technical customer support in IaaS, Saas Technologies

• Knowledge of OpenStack, Neutron, kubernetes and object storage principles

• 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

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

Additional Information

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;
• Professional development and training;
• Attend conferences and working groups;
• Company outings, happy hours, hackathons, and tech talks;
• Receive a competitive compensation package with a strong benefits plan.

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