L1 Technical Support Engineer - Infra/Container at Mirantis Inc.Posted on: 06/09/2022
Location: United States (REMOTE)
### Company Description Mirantis helps organizations ship code faster on public and private clouds. The company provides a public cloud experience on any infrastructure from the data center to the edge. With Lens and the Mirantis Cloud-Native Platform, Mirantis empowers a new breed of Kubernetes developers by removing infrastructure and operations complexity and providing one cohesive cloud experience for complete app and DevOps portability, a single pane of glass, and automated full-stack lifecycle management with continuous updates. Mirantis serves many of the world’s leading enterprises, including Adobe, DocuSign, Liberty Mutual, PayPal, Reliance Jio, Societe Generale, Splunk, and Volkswagen. Learn more at [www.mirantis.com](http://www.mirantis.com/). ### 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, 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 its sights to find creative ways to scale efficiency while simultaneously increasing customer satisfaction. **Main Responsibilities** * 1st stop for OpenStack and Container Cloud troubleshooting and issue triage * Work ticket queue (SFDC) to help maintain contracted SLAs 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 ### What does Mirantis offer you? * Work with an established 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 a strong benefits plan and stock options. We are a [Leader for Container Management](https://www.g2.com/reports/grid-report-for-container-management-spring-2022.embed?featured=mirantis-kubernetes-engine-formerly-docker-enterprise&secure%5Bgated_consumer%5D=7ed17484-74e3-4ce8-8ad6-b48b395fbf56&secure%5Btoken%5D=f4b909a5c1a2d1aa71dee93761486db5732a5b82abd47aa75f3353da41e3b92c&utm_campaign=gate-817340) in G2 (#2 after AWS)!