L2 Support Engineer - APAC shift (Nottingham based)

Nexgencloud; Nottingham; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A cloud solutions provider in Nottingham is seeking an L2 Support Engineer to provide technical support focused on REST APIs and customer services. The role requires strong communication skills, understanding of OpenStack and Kubernetes, and a drive for continuous improvement. This position will start remotely, transitioning to an on-site role. Competitive salary and professional development opportunities are offered.

Benefits

Competitive salary

Comprehensive benefits package

Extensive training opportunities

Opportunities for professional development

Qualifications

• Understanding of REST APIs and their integration in applications.
• Familiarity with basic troubleshooting of Linux and Windows systems.
• Experience in customer support roles.

Responsibilities

• Provide effective technical support via email, phone, and chat.
• Support and troubleshoot issues related to OpenStack and Kubernetes.
• Assist customers with REST API interactions.

Skills

REST APIs

Linux

Customer-focused communication

Technical competence

Basic Bash scripting

Docker

Tools

OpenStack

Kubernetes

Ticketing systems

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 a strong grasp of REST APIs, an intermediate understanding of Linux operating systems/core functionality and familiarity with OpenStack and Kubernetes.

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:

• 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.

• OpenStack & Kubernetes:Support and troubleshoot basic issues related to OpenStack and Kubernetes deployments, working collaboratively with engineering teams as needed.

• REST APIs:Assist customers in understanding, integrating, and troubleshooting REST API calls and interactions as well as utilising API commands to facilitate support operations.

• Issue Diagnosis:Analyse log files, script outputs, and command-line feedback to identify and resolve technical issues across various operating systems and tools.

• Ticket Management:Handle support requests effectively, adhering to workflows and processes to ensure high quality and responsive issue resolution.

• Documentation:Develop and maintain Internal support documentation, including troubleshooting guides and Internal knowledge-bases.

• Continuous Improvement:Stay updated with emerging technologies and industry trends, contributing to team knowledge sharing and foreword thinking strategies.

Required Skills:

Technical Skills:

• Understanding of REST APIs and their use in modern applications.

• Familiarity with ticketing systems and workflows (EG: hubspot)

• Intermediate Linux and Windows knowledge, with the ability to navigate, troubleshoot and perform basic system operations.

• Technical Competence:Ability to interpret logs and debug issues via command-line tools and scripts alongside other troubleshooting methods.

• GPU:understanding of utilization and troubleshooting methods for Nvidia based GPU’s
  

Soft Skills:

• Strong detail orientated communication skills tailored to diverse audiences.

• Customer-focused problem-solving and support abilities with a focus on quality of interaction/experience.

• Detail-oriented with a passion for thorough documentation.

Nice to Have:

• Programming & Scripting:

• Basic Bash scripting, Python, or Golang knowledge.

• Familiarity with Typescript (Next.js, Tailwind frameworks).
• Entry-level experience with OpenStack and Kubernetes management is a nice to have.

• Tool Experience:

• Knowledge of monitoring tools and ELK stack (Prometheus, Elasticsearch).

• Experience with Nova hypervisor, Postman, Rundeck, or Netbox.

• Industry Knowledge:
• Exposure to virtualization technologies and their impact on hardware performance.

What We Offer:

• A competitive salary and comprehensive benefits package.
  
  
• Extensive full training of Kubernetesand other high demand technologies(from Basics to Advanced level)

• Opportunities for professional development and exposure to cutting-edge technologies.

• A collaborative work environment with a focus on innovation and growth.

• The chance to join the latest frontier in technology

***This position will start on a remote basis, but later itwill require working on-sitefrom our Nottingham office 5 days a week. Flexibility to work different shifts and weekends will also be required.This role is open for the APAC time zoneshift (12am-8am or 1am-9am)

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!