Senior Technical Support Engineer (L3)

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Written by AI from the job title and company, not by Mirantis, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Senior Technical Support Engineer (L3) at Mirantis plays a vital role in delivering high-quality technical assistance to our clients and internal teams. The successful candidate will be responsible for diagnosing and resolving complex technical issues while ensuring customer satisfaction and maintaining a high level of support service. This position requires a deep understanding of cloud technologies and excellent problem-solving abilities, enabling the candidate to interact with various stakeholders effectively and contribute to improving overall support processes. Furthermore, the role involves working closely with engineering teams to provide feedback and further enhance product features based on client requirements.

Job Responsibilities

• Provide expert-level technical support to customers and internal teams for Mirantis products.
• Diagnose and troubleshoot complex issues related to cloud infrastructure, Kubernetes, and OpenStack.
• Monitor and manage support tickets using established service desk software to ensure timely resolution.
• Document solutions and processes to enhance knowledge sharing and support efficiency.
• Work collaboratively with engineering teams to escalate unresolved issues and suggest enhancements to existing products.
• Participate in on-call rotations and assist in training junior support staff.
• Evaluate and reproduce client issues to assist in troubleshooting and support resolution.
• Engage in root cause analysis to identify opportunities for process and product improvements.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in a technical support role, preferably in a Level 3 capacity.
• Strong knowledge of cloud technologies, containerization, and orchestration platforms such as Kubernetes and OpenStack.
• Excellent problem-solving and diagnostic skills.
• Proficient in network configurations, HTTP protocols, and server management.
• Strong understanding of scripting languages such as Python, Bash, or similar.
• Excellent interpersonal and communication skills.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.

Technologies & Tools

This position requires proficiency in a variety of technologies and tools, including but not limited to cloud platforms (AWS, Google Cloud, Azure), containerization tools such as Docker, orchestration platforms like Kubernetes, ticketing systems (e.g., JIRA, ServiceNow), as well as debugging and monitoring tools. Familiarity with configuration management and automation tools such as Ansible or Terraform is also preferred. Additionally, the candidate should be comfortable using version control systems like Git for collaborative troubleshooting.

Ideal Candidates

The ideal candidate for the Senior Technical Support Engineer position at Mirantis is someone who possesses not only technical expertise but also a strong customer-oriented mindset. They should be adaptable, able to learn quickly, and have the ability to communicate complex ideas in a clear and concise manner. A successful candidate will also demonstrate a passion for technology, a collaborative spirit, and a commitment to continuous improvement and professional growth. Strong attention to detail and a proactive approach to problem-solving are key characteristics that will help them excel in this role.