L2 Technical Support Engineer

L2 Technical Support Engineer

Mirantis is the Kubernetes-native AI infrastructure company, enabling organizations to build and operate scalable, secure, and sovereign infrastructure for modern AI, machine learning, and data-intensive applications. By combining open source innovation with deep expertise in Kubernetes orchestration, Mirantis empowers platform engineering teams to deliver composable, production-ready developer platforms across any environment—on-premises, in the cloud, at the edge, or in sovereign data centers. As enterprises navigate the growing complexity of AI-driven workloads, Mirantis delivers the automation, GPU orchestration, and policy-driven control needed to manage infrastructure with confidence and agility. Committed to open standards and freedom from lock-in, Mirantis ensures that customers retain full control of their infrastructure strategy.

Mirantis is adding a Technical Support Engineer to our team! We are seeking a Technical Support Engineer to provide global world-class technical support for the Mirantis Container Cloud and Openstack technologies. This engineer will have the ability to perform particular and specific tasks that require basic and limited skills. The Engineer will provide support for moderately complex technical and team management activities. Learn to deploy, support, sustain and grow our Mirantis products, while helping customers along their IT journey.

The technologies you will support include Mirantis Container Runtime, Mirantis Secure Registry, and Mirantis Cluster Engine and many more. You are a friendly, polished communicator who is inherently interested in solving complex problems and delivering a high level of customer satisfaction with every customer interaction (via help content and tickets). You will work closely with Knowledge Management, Engineering, Support and Product Management to represent the voice of the customer.

The Mirantis Support team is on a mission to delight millions of developers and system administrators that rely on Mirantis Products to build, share, and run their distributed applications. Our customer base spans from individuals to SMBs to large global enterprises. As Mirantis continues to experience hyper-growth, the Global Mirantis Support team is setting our sights to find creative ways to scale efficiency while simultaneously increasing customer satisfaction.

Main Responsibilities

• 2nd stop for OpenStack and Container Cloud troubleshooting and issue triage
• Work ticket queue (SFDC) to help maintain contracted SLA's and delight customers
• Learn and tune Stacklight our Open Source monitoring tool
• Troubleshooting OpenStack components and fixing bugs
• Troubleshooting Container Cloud components and fixing bugs
• Bug reporting and project follow up
• Learn the Mirantis Container Cloud technologies and customer deployment environments
• Create best-in-class help content and proactively review and update our knowledge management system
• Learn troubleshooting techniques (debug and diagnose) on lower level problems that span layers of the technology stack
• Engage with the engineering team to resolve technical issues
• Identify and recommend process improvements to deliver the highest level of customer satisfaction
• Maintain and track detailed records for all customer interactions in our internal ticketing system
• Have fun!

Qualifications

• High School diploma or equivalent required, four year college degree preferred
• 2+ years of experience in software engineering of system admin
• System Admin knowledge - Linux, Ubuntu, KVM, XEN, CentOS, Docker, Kubernetes, Openstack
• Understanding of scripting language - Python
• Understanding (or willingness to learn) of network protocols
• Experience in troubleshooting remote Linux system issues
• Experience troubleshooting Network issues (bare metal, virtual, cloud)
• Familiarity with Linux distributions (RHEL, CentOS, Ubuntu, and SLES)
• Experience and dedication to creating Knowledge articles
• Customer Service focused engineer
• English - must

Preferred Qualifications

• Experience with cloud services (Azure, AWS, GCP)
• Familiarity with DevOps software such as Puppet, Chef, and Jenkins
• Knowledge of REST API and web applications
• Familiarity with programming languages

What does Mirantis offer you?

• Work with an established Silicon Valley leader in the cloud infrastructure industry.
• Work with exceptionally passionate, talented and engaging colleagues, helping Fortune 500 and Global 2000 customers implement next-generation cloud technologies.
• Be a part of cutting-edge, open-source innovation.
• Thrive in the high-energy environment of a young company where openness, collaboration, risk-taking, and continuous growth are valued.
• Professional development and training.
• Attend conferences and working groups.
• Customized workstation (macOS, Windows).
• Company outings, happy hours, hackathons, and tech talks.
• Receive a competitive compensation package with a strong benefits plan.