L1 Cloud Support Engineer

About Us: Platform9: A Better Way to Go Cloud Native Platform9 is the leader in simplifying enterprise Private Clouds. Founded by a team of VMware cloud pioneers, we are dedicated to transforming IT operations. Our flagship product, Private Cloud Director, turns your existing hardware into a full-featured, future-ready private cloud. We innovate across what we build and how we deliver it, staying focused on a next-generation, open private cloud while holding ourselves to one standard: exceptional customer outcomes. Enterprises are selecting Platform9 to replace legacy virtualization because it eliminates operational risk and complexity. Private Cloud Director is designed for the experienced infrastructure team, offering a familiar GUI experience for managing VMs and containers, seamless integration with your existing hardware and third-party storage, and critical enterprise features (HA/DR, scale, reliability) built-in. This enables IT teams to gain robust API control and a user experience they trust—rooted in customer obsession and an owner’s mindset. We share context quickly and candidly to keep decisions moving. With over 30,000 nodes in production at some of the world’s largest enterprises, including Cloudera, EBSCO, Juniper Networks, and Rackspace, Platform9 is the proven path to achieving true vendor independence and operational consistency. We are an inclusive, globally distributed company backed by prominent investors, supported by a partner ecosystem of resellers, systems integrators, MSPs, and technology vendors committed to driving private cloud innovation and efficiency. Our values—innovation, customer obsession, ownership, radical candor, and excellence—guide how we build and support every deployment Responsibilities: The Cloud Support will be involved in various aspects of the Customer Support SRE function, including: Automation : Assisting in the development and maintenance of automation tools and scripts to improve efficiency in operational tasks and customer support workflows. Monitoring and Alerting: Helping to configure and fine-tune monitoring and alerting systems to proactively detect and address potential issues before they impact customers. Troubleshooting : Working with senior team members to troubleshoot and resolve customer-reported issues related to Platform9’s cloud platform, focusing on root cause analysis. Documentation : Creating and updating internal and customer-facing documentation, runbooks, and knowledge base articles. Tool Development : Contributing to the development of internal tools to enhance diagnostic capabilities and service reliability. Work Distribution: Monitoring ticket queue and troubleshooting customer issues (55%) Talking through issues via Zoom (5-7%) Maintaining Knowledge Base/documentation (10%) Training (1-on-1, personal study, support trainings/handovers) (10%) Meetings (5-7%) Projects (Reporting, Automation, Customer Success, Process Development) (10%) Qualifications - Minimum Qualifications Currently pursuing a Bachelor’s or Master’s degree in Computer Science, Engineering, or a related technical field. Customer-facing handling experience Administration experience in Linux and knowledge of storage and networking subsystems Basic Knowledge of OpenStack technologies (MySQL, OVS, RabbitMQ, network namespaces, hypervisors, MongoDB, etc) Strong Experience in Kubernetes, including cluster administration, deployment strategies, and troubleshooting. Familiarity with at least one scripting language (e.g., Python, Bash, GO). Team player with a strong sense of ownership of your work and a passion for working in a data-driven organization Strong problem-solving and analytical skills. Excellent written and verbal communication skills. Preferred Qualifications Strong communication and collaboration skills. Familiarity with cloud computing concepts (e.g., AWS, Azure, Google Cloud). Basic knowledge of containerization technologies (Docker, Kubernetes). CKA certification is a plus. Experience with monitoring tools (e.g., Prometheus, Grafana) Strong incident management experience.