Support Engineer (L2)

📋 Description

• • As a Dedicated L2 Technical Support Engineer at Mirantis, you will be at the forefront of resolving intricate and high-impact technical challenges within expansive, large-scale customer cloud environments. This pivotal role is dedicated to a significant, long-term customer, demanding a deep dive into advanced troubleshooting, proactive incident response, and meticulous problem management. Your expertise will be crucial in maintaining the stability and performance of OpenStack- and Kubernetes-based platforms, which form the backbone of our client's critical infrastructure.
• • In this capacity, you will serve as a technical leader during your assigned shifts. This leadership entails maintaining a constant and comprehensive situational awareness of the customer's platform health, ensuring that potential issues are identified and addressed before they escalate. You will be responsible for coordinating the efforts of various cross-functional teams, both internal and external, to drive complex issues to a swift and effective resolution, often under significant time pressure.
• • A core responsibility will be to lead critical incident calls. This involves taking charge of the communication flow, ensuring clarity, decisiveness, and accuracy in all interactions with the customer. You will be the primary point of contact for high-severity incidents, owning the escalation process from the moment an issue is detected through to its complete resolution. This end-to-end ownership is paramount to maintaining customer trust and satisfaction.
• • Your day-to-day activities will involve in-depth troubleshooting of private cloud deployments. This includes, but is not limited to, OpenStack, Kubernetes, Mirantis Container Runtime (MCR), and a suite of related cloud technologies. You will be adept at detecting, meticulously reporting, and expertly resolving complex issues that span across the entire technology stack.
• • You will provide high-tier support for critical product issues that have been escalated by your peers or management. This often means stepping into high-severity incident calls, orchestrating the resolution efforts, and ensuring that all relevant parties are aligned and working collaboratively towards a common goal.
• • Acting as a shift-level technical leader, you will be the guardian of the platform's health. This involves actively monitoring alerts, responding promptly to critical events, and proactively managing any emerging issues within the customer's dynamic environment. Your vigilance will be key to preventing downtime and ensuring business continuity.
• • A significant part of the role involves managing cluster upgrades and other lifecycle operations. As new releases and updates become available, you will plan and execute these critical procedures, ensuring minimal disruption to the customer's operations and maintaining clear, consistent communication throughout the upgrade process.
• • Effective and timely communication is non-negotiable. You will communicate urgently, clearly, and with a high degree of detail to customers during incidents. Providing accurate status updates, guiding them through complex troubleshooting steps, and keeping them informed until the issue is fully resolved are essential aspects of this role.
• • You will own escalations from inception to closure. This involves skillfully routing issues to the appropriate specialized teams, such as OpenStack, Ceph and storage, networking, hardware, or infrastructure teams, while retaining accountability and ensuring diligent follow-through until the problem is definitively solved.
• • Leading incident management efforts requires structuring outage calls effectively, distinguishing between the root cause and contributing factors, meticulously documenting all findings, and driving corrective actions to their successful completion. Your analytical skills will be crucial here.
• • Reproducing customer issues in internal lab environments is a vital step in the problem-solving process. You will validate reported defects, gather detailed diagnostics, and provide precise reproduction steps to the development teams, thereby accelerating the fix-delivery cycle.
• • You will work in close collaboration with engineering teams. This partnership involves reviewing customer issues, offering insights for product improvements, identifying potential product defects, and diligently tracking the progress of fixes through to their delivery and implementation.
• • This role offers a unique opportunity to work with cutting-edge cloud technologies and make a tangible impact on the operations of a major enterprise customer. Your ability to diagnose, solve, and communicate complex technical problems will be highly valued and directly contribute to Mirantis's success and reputation.