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 critical role in providing advanced technical support to our clients and internal teams. This position demands deep expertise in troubleshooting, resolving complex technical issues, and maintaining high customer satisfaction levels. The ideal candidate will not only address customer needs through effective solutions but will also contribute to the improvement of processes and documentation, ensuring that our support services are consistently exceptional.

Job Responsibilities

• Provide advanced technical support for a wide range of issues related to cloud technology and container orchestration platforms.
• Diagnose and resolve complex technical problems escalated from Level 1 and Level 2 support teams.
• Document troubleshooting steps and solutions in a clear and concise manner to enhance knowledge sharing.
• Collaborate with cross-functional teams, including engineering and product management, to address and solve product-related issues.
• Assist in the development of technical support processes and procedures to improve efficiency and service quality.
• Participate in the creation and maintenance of internal and external documentation, including FAQs, articles, and guides.
• Conduct training sessions for junior support staff and participate in continual learning initiatives.
• Engage with customers to understand their needs and provide tailored solutions that enhance their experience with our products.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• A minimum of 5 years of experience in a technical support or a similar role within the technology sector.
• Extensive knowledge of cloud computing, Kubernetes, Docker, and related technologies.
• Strong troubleshooting abilities with a solid understanding of operating systems and networking concepts.
• Excellent communication skills, both verbal and written, with a passion for helping others.
• Ability to work effectively under pressure and facing deadlines.
• Proficient in using support ticketing systems and monitoring tools.

Technologies & Tools

The Senior Technical Support Engineer will utilize a variety of technologies and tools to perform their duties effectively. Key technologies include Kubernetes, Docker, OpenStack, and cloud service platforms (AWS, Azure, GCP). Additionally, familiarity with monitoring and logging tools such as Prometheus, Grafana, and ELK Stack will be essential to ensure optimal system performance and timely issue resolution. Proficiency with scripts and programming languages such as Python and Bash will also be advantageous in automating support tasks.

Ideal Candidates

Ideal candidates for the Senior Technical Support Engineer position at Mirantis will demonstrate a proactive attitude coupled with strong analytical skills, allowing them to identify and fix problems efficiently. They should possess a genuine passion for technology and continuous learning, showcasing adaptability in a fast-paced environment. Excellent interpersonal skills and a customer-oriented mindset are crucial, as the role involves direct interactions with clients. Candidates should embody a team-oriented spirit, willing to collaborate and share knowledge for the benefit of both the team and the company.