Technical Support Engineer, Mirantis

• High School diploma or equivalent required, four year college degree preferred
• 2+ years of experience in software engineering of system admin
• System Admin knowledge - Linux, Ubuntu, KVM, XEN, CentOS, Docker, Kubernetes, Openstack
• Understanding of scripting language - Python
• Understanding (or willingness to learn) of network protocols
• Experience in 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
• English - must

Desirable

• 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 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
• 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!