Senior Technical Support Engineer (L3)

  • Mirantis
  • Remote (Raleigh, NC, USA)
  • 05 Feb, 2024
Full time Technical Customer Support State of Open Con 24

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, masters degree preferred
  • 4+ years experience in technical support 
  • System Admin knowledge - Linux, Ubuntu, Kubernetes, VMWare
  • General understanding of programming language - Python, C++
  • Experience troubleshooting complex networking issues (bare metal, virtual, cloud)
  • Experience troubleshooting remote Linux system issues
  • Experience with Linux distributions (RHEL, CentOS, Ubuntu, and SLES)
  • 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
     

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)!