Position: L2 Technical Support Engineer
Company: Mirantis
Experience required: 3y
English level: intermediate

Job Description
Mirantis is adding a Technical Support Engineer to our team! We are seeking a Technical Support Engineer to provide global world-class technical support for the Mirantis Container Cloud and Openstack technologies. This engineer will have the ability to perform particular and specific tasks that require basic and limited skills. The Jr Engineer will provide support for moderately complex technical and team management activities. Learn to deploy, support, sustain and grow our Mirantis products, while helping customers along their IT journey. 

 The technologies you will support include Mirantis Container Runtime, Mirantis Secure Registry, and Mirantis Cluster Engine and many more. You are a friendly, polished communicator who is inherently interested in solving complex problems and delivering a high level of customer satisfaction with every customer interaction (via help content and tickets). You will work closely with Knowledge Management, Engineering, Support and Product Management to represent the voice of the customer.

The Mirantis Support team is on a mission to delight millions of developers and system administrators that rely on Mirantis Products to build, share, and run their distributed applications. Our customer base spans from individuals to SMBs to large global enterprises. As Mirantis continues to experience hyper-growth, the Global Mirantis  Support team is setting our sights to find creative ways to scale efficiency while simultaneously increasing customer satisfaction.


Main Responsibilities

- 2nd stop for OpenStack and Container Cloud troubleshooting and issue triage
- Work ticket queue (SFDC) to help maintain contracted SLA’s and delight customers 
- Learn and tune Stacklight our Open Source monitoring tool 
- Troubleshooting OpenStack components and fixing bugs
- Troubleshooting Container Cloud components and fixing bugs
- Bug reporting and project follow up 
- Learn the  Mirantis Container Cloud technologies and customer deployment environments
- Create best-in-class help content and proactively review and update our knowledge management system
- Learn troubleshooting techniques (debug and diagnose) on lower level problems that span layers of the technology stack
- Engage with the engineering team to resolve technical issues
- Identify and recommend process improvements to deliver the highest level of customer satisfaction
- Maintain and track detailed records for all customer interactions in our internal ticketing system
- Have fun!

Qualifications

-High School diploma or equivalent required, four year college degree preferred
- 1+ years experience in software engineering of system admin 
- General System Admin knowledge - Openstack, Linux, Ubuntu, KVM, XEN, CentOS, and Kubernetes
- General understanding of scripting language - Python
- General understanding (or willingness to learn) of network protocols
- Experience troubleshooting remote Linux system issues
- Experience troubleshooting Network issues (bare metal, virtual, cloud)
- Familiarity with Linux distributions (RHEL, CentOS, Ubuntu, and SLES)
- Experience and dedication to creating Knowledge articles
- Customer Service focused engineer

 
Preferred Qualifications
- Experience with cloud services (Azure, AWS, GCP)
- Familiarity with DevOps software such as Puppet, Chef, and Jenkins
- Knowledge of REST API and web applications
- Familiarity  with programming languages

We offer:

- Energy atmosphere of highly developed cloud computing company
- Build large scale, innovative systems for mission-critical use
- Collaborate with exceptionally passionate, talented and engaging colleagues
- Competitive compensation package
- Lots of freedom for creativity and personal growth
- On-site English courses
- Strong benefits plan
- Medical insurance.