Senior Technical Support Engineer (L3)

Company Description

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.

Job Description

• Work with customers and the Support Team to assist in resolution of complex customer issues.
• Work ticket queue (SFDC) to help maintain contracted SLA’s and delight customers 
• Troubleshooting MKE and MSR components
• Troubleshooting Container Cloud components
• 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
• Work with your team to identify and utilize troubleshooting techniques to resolve advanced issues spanning all 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

• Four year college degree or equivalent required,
• 4+ years experience in technical support, with a focus on networking troubleshooting
• System Admin knowledge a plus - Linux, Ubuntu, Kubernetes, VMWare
• General understanding of programming language - Python, C++
• Experience troubleshooting complex networking issues (bare metal, virtual, cloud)
• Knowledge of REST API and web applications
• Familiarity with cloud services (Azure, AWS, GCP)
• Experience and dedication to creating Knowledge articles
• Customer Service focused engineer

Preferred Qualifications

• Familiarity with DevOps software such as Puppet, Chef, and Jenkins
• Experience writing small programs/scripts
• CCNA certification or equivalent required
• CCNP is a plus

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;
- 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)!