L2 Support Engineer

Nexgencloud; London; Remote; GBP 30,000 - 60,000; Full time

Job summary

An innovative IaaS company is on the lookout for a detail-oriented L2 Support Engineer who thrives in a customer-focused environment. This role involves providing exceptional technical support, troubleshooting OpenStack and Kubernetes issues, and assisting clients with REST API integrations. Join a talented team that values collaboration and innovation, and contribute to cutting-edge cloud solutions that are shaping the future of technology. If you are passionate about technology and eager to make a positive impact, this fully remote position offers the perfect opportunity for growth and professional development.

Benefits

Competitive salary

Comprehensive benefits package

Professional development opportunities

Collaborative work environment

Work from anywhere in the UK or Europe

Qualifications

• Entry-level experience with OpenStack and Kubernetes management.
• Strong customer-focused problem-solving and support abilities.

Responsibilities

• Provide timely technical support through various channels.
• Support and troubleshoot OpenStack and Kubernetes deployments.

Skills

OpenStack

Kubernetes

REST APIs

Linux

Windows

Customer Service

Problem-Solving

Documentation

Bash Scripting

Python

Tools

HubSpot

Prometheus

Elasticsearch

Postman

Rundeck

Netbox

Job description

NexGen Cloud is a rapidly growing IaaS company focused on providing innovative cloud solutions and infrastructure services. Our GPU cloud infrastructure solutions accelerate development in industries such as Artificial Intelligence & Machine Learning, VFX & Rendering, Data Science & IoT, and Computer Aided Engineering & MDO.

We are dedicated to helping our clients navigate the complexities of the digital world and achieve success through cutting-edge, scalable, secure and affordable solutions.

At the company's heart stands a group of very talented, experienced and motivated individuals who want to make a positive change and a lasting impact on the tech world.

Position Summary:

We are seeking a detail-oriented and customer-focused L2 Support Engineer with foundational skills in OpenStack and Kubernetes, a strong grasp of REST APIs, and an intermediate understanding of Linux operating systems/core functionality.

The ideal candidate will be adept at troubleshooting, managing incoming support queries, and delivering exceptional customer service and communication whilst being documentation-minded and solution-focused.

Key Responsibilities:

1. Customer Support/Experience: Provide timely and effective technical support through various channels (email, phone, chat), ensuring excellent communication with both internal and external stakeholders with a focus on quality of experience.
2. OpenStack & Kubernetes: Support and troubleshoot basic issues related to OpenStack and Kubernetes deployments, working collaboratively with engineering teams as needed.
3. REST APIs: Assist customers in understanding, integrating, and troubleshooting REST API calls and interactions as well as utilising API commands to facilitate support operations.
4. Issue Diagnosis: Analyse log files, script outputs, and command-line feedback to identify and resolve technical issues across various operating systems and tools.
5. Ticket Management: Handle support requests effectively, adhering to workflows and processes to ensure high quality and responsive issue resolution.
6. Documentation: Develop and maintain internal support documentation, including troubleshooting guides and internal knowledgebases.
7. Continuous Improvement: Stay updated with emerging technologies and industry trends, contributing to team knowledge sharing and forward-thinking strategies.

Required Skills:

1. Technical Skills:
   1. Entry-level experience with OpenStack and Kubernetes management.
   2. Intermediate Linux and Windows knowledge, with the ability to navigate, troubleshoot, and perform basic system operations.
   3. Understanding of REST APIs and their use in modern applications.
   4. Familiarity with ticketing systems and workflows (e.g., HubSpot).
2. Soft Skills:
   1. Strong detail-oriented communication skills tailored to diverse audiences.
   2. Customer-focused problem-solving and support abilities with a focus on quality of interaction/experience.
   3. Detail-oriented with a passion for thorough documentation.
3. Technical Competence: Ability to interpret logs and debug issues via command-line tools and scripts alongside other troubleshooting methods.
4. GPU: Understanding of utilisation and troubleshooting methods for Nvidia-based GPUs.

Nice to Have:

1. Programming & Scripting:
   1. Basic Bash scripting, Python, or Golang knowledge.
   2. Familiarity with Typescript (Next.js, Tailwind frameworks).
2. Tool Experience:
   1. Knowledge of monitoring tools and ELK stack (Prometheus, Elasticsearch).
   2. Experience with Nova hypervisor, Postman, Rundeck, or Netbox.
3. Industry Knowledge: Exposure to virtualization technologies and their impact on hardware performance.

What We Offer:

1. A competitive salary and comprehensive benefits package.
2. Opportunities for professional development and exposure to cutting-edge technologies.
3. A collaborative work environment with a focus on innovation and growth.
4. Fully remote role — work from anywhere in the UK or Europe.
5. The chance to join the latest frontier in technology.

Join Our Team:

We encourage applications from candidates of all backgrounds and experiences. Our commitment to diversity and inclusion drives our success as a company and reflects our dedication to fostering a diverse and innovative workforce.

Join our team and become a part of the NexGen Cloud Team, where innovation, collaboration, and growth are at the heart of everything we do. If you are a passionate, talented, and motivated individual looking to make a difference, apply now!