Junior Cloud Support Engineer Job in Platform9 Systems, Inc.

Position Summary: We are looking to hire a Junior Cloud Support Engineer who has experience in troubleshooting, is a quick learner, enthusiastic, highly motivated and provides excellent support experience while offering white-glove service to our enterprise customers. This position will require US working hours with a shift differential included. In this position, the engineer shall interact with sysadmin/DevOps engineers of the customer and assist them in solving issues arising in their OpenStack/Kubernetes environment while maintaining a high SLA goal. This role involves continuous learning and building out of Kubernetes and OpenStack skills. As a Junior Cloud Support Engineer, you will be responsible for technical support and consultation for Platform9 s growing customer base. This role reports into our Technical Support Manager. What to Expect? US working hours. Monitoring ticket queue. Initial assessment of customer concerns and Troubleshooting customer issues independently. Talking through issues via remote session. Handling Customer Escalation. Maintaining Knowledge Base/documentation. Training (1-on-1, personal study, support trainings/handovers) Projects (Reporting, Automation, Customer Success, Process Development) Preferred Qualifications and Skill Excellent verbal and written communication skills 2+ years experience with customer escalations by responding via portal, video call (webex, Zoom, etc.) or phone to resolve customer cases/escalations as needed Basic administration knowledge in Linux and Kubernetes. Along with knowledge of storage, networking subsystems. Exposure to one of the following virtualization technologies: VMware, KVM, LibVirt, Xen Basic networking knowledge - TCP/UDP, DNS, DHCP, ICMP, IP Addressing Programming/scripting proficiency in python, bash, awk, or sed Proven ability to learn new environments. What Would Make You Standout? Understanding of troubleshooting practices for Kubernetes clusters Hands-on experience resolving issues in production Kubernetes clusters. Knowledge of Docker, CNI, CSI, and CRI interfaces and how to troubleshoot issues which may arise in their application. Understanding control flow of OpenStack & how to troubleshoot OpenStack components. Good knowledge of what calls are made when user triggers actions in OpenStack: taking a snapshot, creating a tenant, building a VM Working knowledge of distributed storage solutions (iSCSl, Ceph) Exposure to databases and message brokers (MySQL, RabbitMQ) Experience working on configuration management tools (puppet, chef, salt, ansible, cobbler,terraform) Programming proficiency in golang/python To succeed in this role you ll need to be a team player with a strong sense of ownership for your work and a passion for working in a data-driven organization. Benefits and Perks: Employees today are looking for companies that truly care and recognise their whole person. Platform9 s benefits and perks have been carefully designed to ensure that we take care of an employee's emotions and physical well being. Many of our benefits extend to families, who form a significant part of our well-being at work Please note, benefits change by country. Competitive Compensation and Equity Medical Healthcare for you and your family Generous Time Off Programs & Annual year end Shutdown Hybrid Work Model Wellness Benefits Professional Development/ Global certifications Reward and Recognition Programs Team Building Activities Hackathon Company Wide Programs