L2 Technical Support Engineer

Mirantis; Barcelona; A distancia; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A cloud infrastructure company in Barcelona seeks a Technical Support Engineer to provide world-class support for Container Cloud and OpenStack. The role involves troubleshooting, maintaining customer interactions, and creating help content. Ideal candidates have strong Linux administration skills and a passion for customer service. Join a dynamic team committed to open-source innovation and customer satisfaction.

Servicios

Professional development and training

Competitive compensation package

Company outings and hackathons

Formación

• 2 years of experience in software engineering or system administration.
• Experience troubleshooting remote Linux system issues.
• Understanding of network protocols.

Responsabilidades

• Support troubleshooting and issue triage for OpenStack and Container Cloud.
• Maintain contracted SLAs in ticket queue.
• Create help content and update knowledge management system.

Conocimientos

Linux Admin Knowledge

Problem Solving

Customer Service

Knowledge Creation

Scripting (Python)

Educación

High School Diploma or Equivalent

Four-Year College Degree

Herramientas

Docker

Kubernetes

OpenStack

Ubuntu

Networking Tools

Descripción del empleo

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, 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.

Main Responsibilities

• 2nd stop for OpenStack and Container Cloud troubleshooting and issue triage
• Work ticket queue (SFDC) to help maintain contracted SLAs 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!

Qualifications

• High School diploma or equivalent required; four‑year college degree preferred
• 2 years of experience in software engineering or system administration
• 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

Preferred Qualifications

• Experience with cloud services (Azure, AWS, GCP)
• Familiarity with DevOps software such as Puppet, Chef and Jenkins
• Knowledge of REST API and web applications
• Familiarity with programming languages

Benefits

• 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
• Professional development and training
• Attend conferences and working groups
• Customized workstation (macOS, Windows)
• Company outings, happy hours, hackathons and tech talks
• Receive a competitive compensation package with a strong benefits plan

Remote Work: Yes

Employment Type: Full‑time