Technical Support Engineer at Mirantis

The Technical Support Engineer is a mid-level role responsible for maintaining the reliability and performance of customer environments remotely and supporting any Mirantis Opensack/k0s layers they run along with it. The ideal candidate brings hands-on Linux administration experience, with the ability to diagnose and resolve system-level issues efficiently. A solid working knowledge of Kubernetes and Openstack is desired — including cluster operations, components workload management, and troubleshooting containerized environments.  They will also need to be able to diagnose and triage basic networking needs from a Data Center perspective. Alert management and creating good documentation are skills they will need to bring to the role as well.  Main Responsibilities: • Proactively/Reactively troubleshoot customer environments based on Linux, OpenStack, Kubernetes, networking and other cloud technologies, detect, report and resolve issues. Alert Management.  • Learn and troubleshoot MOSK  (Mirantis Openstack on Kubernetes)  • Resolve and Handle/Triage IaaS related needs in customer datacenters. • Troubleshooting server issues- DCOPs issues, Firmware upgrading, Iso, OS, Dell, Lenovo, ST Micro • Work to troubleshoot any DC networking asks/upgrades, triaging where applicable • Reproduce customer issues in labs where needed, confirm bug reports, provide detailed information to the development team. • Work closely with the development team: discuss customer issues, suggest improvements, fix product bugs, etc. • Own escalations end-to-end by routing issues to the appropriate teams, including OpenStack/ceph storage, networking, hardware, and infrastructure, and product engineering while maintaining accountability and follow-through. • Participate in weekend on call rotation and holiday coverage • Communicate urgently, clearly, and in detail with customers during incidents via email and remote session, providing accurate status updates and guiding them through troubleshooting and resolution • Work with AI tools to increase efficiency and problem solving tasks for customers.