L1/L2 Support Engineer

instinctools EE Labs; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Benefits offered by this job

Regular trips to Paris

Flexible working hours

Growth and development prospects

Job summary

instinctools is seeking an L1/L2 Support Engineer to work on customer projects located in Powai, Mumbai. The role requires strong Linux administration skills and on-site support 1–2 days weekly, with occasional travel within India.

You will support the on-prem storage platform, multi-cloud data controller, and collaborate with the EMEA team. English proficiency and clear communication are essential.

Qualifications

• In-depth Linux system administration experience (4+ years).
• Deep understanding of Linux OS architecture and x86 hardware, RAID, and file systems.
• Proficient in scripting: Shell, Python, and Perl.
• Experience with configuration management tools (SaltStack, Ansible preferred).
• Experience managing large/high-availability distributed environments.
• Familiarity with storage systems (NAS, SAN, object storage) and REST APIs.
• Knowledge of Docker and Kubernetes.
• Full English proficiency (written and spoken).

Responsibilities

• Support Indian customers (installations, expansions, and upgrades).
• Maintain on-site presence to the customer (1–2 days a week) and occasional travel to other major Indian cities (max once a month).
• Support the EMEA team and provide services in the region when not travelling.
• Submit substantiated product defect reports and change requests to L2/L3 via Zendesk/Jira.

Skills

Linux administration

UNIX-like OS

Scripting: Shell, Python, Perl

S3/REST APIs knowledge

Distributed, high-availability

English proficiency

Tools

Docker

Kubernetes

SaltStack

Ansible

Job description

*instinctools is a software development company that provides custom software solutions for businesses of all sizes. Our team works closely with clients to understand their specific needs and provide personalized solutions that meet their business requirements.

We are looking for an L1/L2 Support Engineer to work on our customer’s projects, specifically located in the Powai area of Mumbai.

Our customer is one of the most prominent Tech Startup, recognized in France and abroad for its technical leadership and open‑source contributions. It is also a worldwide leader in the space of software‑defined storage. The company has over 300 customers in more than 30 countries, including some of the largest telecom operators, banks, TV stations, and hospitals.

Responsibilities

• Support Indian customers (fastly growing install base), deliver services such as installations, expansions, and upgrades.
• Maintain mandatory on‑site presence to the customer (1 to 2 days a week) and occasionally travel to other large cities in India (no more than once a month) for support and service delivery.
• When not traveling or on site, contribute to supporting the EMEA team and provide services in the region.

Qualifications

• As an L1 Support Engineer, provide integration support and consulting for our on‑premises file and object storage platform and multi‑cloud data controller.
• Support Linux‑based software‑defined products (strong knowledge of UNIX‑like operating systems and hands‑on experience are critical).
• Assist customers with documentation, hardware tasks (e.g., disk replacement), and internal documentation updates.
• Interpret communication between customers and support teams (English‑to‑English clarification is a critical requirement).
• Educate customers about criticality of issues (e.g., single‑disk failure is not critical).
• Work with UAT environments to test and validate patches before production deployment.
• Participate in basic troubleshooting of Linux issues: user login problems, network issues, and patch deployments.
• Use Linux commands to investigate issues and extract relevant logs (critical requirement).
• Communicate with customers in a clear and structured way to ensure problem resolution (critical requirement).
• Submit substantiated product defect reports and change requests to L2/L3, using ZenDesk and Jira.

Must have

• In‑depth Linux system administration experience (4+ years).
• Deep understanding of Linux OS architecture and x86 hardware, including RAID architecture and file systems.
• Proficient in scripting: Shell, Python, and/or Perl.
• Experience with configuration management tools (SaltStack, Ansible preferred).
• Experience managing large/high‑availability distributed environments.
• Familiarity with storage systems (NAS, SAN, object storage) and large distributed high‑availability environments.
• Knowledge of S3 and REST APIs.
• Knowledge of Docker and Kubernetes.
• Ability to work within a distributed and diverse team.
• Full English proficiency (written and spoken).

Soft Skills

• Communicate clearly, positively, and efficiently with users, partners, and co‑workers.
• Submit substantiated product defect reports and change requests to the engineering team.
• Explain technical issues to a non‑technical audience.
• Follow, improve, and create high‑quality procedures and documentation.
• English and Hindi proficiency (written and spoken).

We Offer

• Indi​an business hours and flexible working time.
• Regular trips to Paris.
• Professional and ambitious team.
• Growth and development prospects within the company where your activity and ambitions will be rewarded.

Join us and be part of a team that is changing the world through technology. We will be glad to see you in our team!