Technical Support Engineer

Role Overview

Technical Support Engineer (Mid-level) at Mirantis, responsible for maintaining the reliability and performance of customer environments remotely and supporting Mirantis OpenStack/k0s layers (including MOSK).

Responsibilities

• Proactively and reactively troubleshoot customer environments across Linux, OpenStack, Kubernetes, networking, and other cloud technologies.
• Alert management: detect, report, and resolve incidents; maintain clear status and actions.
• Learn and troubleshoot MOSK (Mirantis OpenStack on Kubernetes).
• Resolve/triage IaaS issues in customer datacenters.
• Troubleshoot server and infrastructure issues, including:
  • DCOPs issues
  • Firmware upgrades
  • ISO/OS issues
  • Hardware vendors (e.g., Dell, Lenovo, ST Micro)
• Troubleshoot customer data center networking needs and upgrades; triage where applicable.
• Reproduce customer issues in labs when needed, validate/follow through on bug reports, and provide detailed reproduction details to development.
• Work closely with development to discuss issues, propose improvements, and help fix product bugs.
• Own escalations end-to-end by routing to the correct teams (OpenStack/Ceph storage, networking, hardware, infrastructure, and product engineering) with accountability.
• Participate in weekend on-call rotation and holiday coverage.
• Communicate urgently, clearly, and in detail with customers during incidents via email and remote sessions.
• Use AI tools to improve efficiency and customer problem-solving.

Requirements

• Hands-on Linux administration and strong ability to diagnose and resolve system-level issues.
• Kubernetes knowledge (cluster operations, component/workload management, troubleshooting containerized environments).
• OpenStack knowledge (including Neutron and general IaaS concepts).
• Networking troubleshooting from a data center perspective (e.g., VLANs/ports and switch fabric concepts).
• Alert management experience.
• Ability to create documentation (SOPs) and follow change management.
• Strong English speaking and writing.
• Scripting/automation concepts (Python preferred/mentioned).
• Some virtualization knowledge (e.g., libvirt, KVM, VMware).

Nice-to-Haves / Preferred

• Experience with databases and message brokers (e.g., MySQL, Galera, PostgreSQL, RabbitMQ, InfluxDB, Elasticsearch, Cassandra, Zookeeper).
• Experience configuring/using monitoring tools (Grafana, Kibana, Nagios, Prometheus).
• Familiarity with configuration management tools (Puppet, Chef, Salt, Ansible, Helm).
• TOR switching and additional detailed networking concepts.

Tools Mentioned (Examples)

• Networking/monitoring: NetBox, LibraNMS, Verity
• VPN/overlay: Tailscale
• Networking vendors/tech: Fortinet, Cisco, Juniper