[Remote] L2/L3 Cloud Support Engineer

Note: The job is a remote job and is open to candidates in USA. Platform9 is the leader in simplifying enterprise Private Clouds. They are looking to hire a Cloud Support Engineer who will provide technical support and consultation to their growing customer base, ensuring successful operations in OpenStack and Kubernetes environments.ResponsibilitiesMonitoring ticket queue (5%)Troubleshooting customer issues independently (50%)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%)SkillsA working knowledge of OpenStack components, architecture and its data flow is a mustKnowledge of OpenStack satellite technologies (MySQL, OVS, RabbitMQ, network namespaces, hypervisors, etc)Understanding Kubernetes clusters and Hands-on experience resolving issues in production Kubernetes clusters3+ years experience with customer escalations by responding via portal, video call (Webex, Zoom, etc.) or phone to resolve customer cases or escalations as neededExcellent verbal and written communication skillsAdministration experience in Linux and knowledge of storage and networking subsystemsA good understanding of virtualisation technologies like: KVM, libvirt, XenBasic networking knowledge: TCP/UDP, DNS, DHCP, ICMP, and IP AddressingProgramming and scripting proficiency in python, bash, awk, or sedShould be willing to work in rotational shiftsRelevant industry experience with software-defined networking (SDN), - OVS/OVNUnderstanding the control flow of OpenStack & how to troubleshoot OpenStack componentsGood knowledge of what calls are made when the user triggers actions in OpenStack: taking a snapshot, creating a tenant, building a VMExperience working on configuration management tools (puppet, chef, salt, ansible, cobbler)Golang knowledge is a great plusUnderstanding Kubernetes clusters and Hands-on experience resolving issues in production Kubernetes clustersKnowledge of Cloud Technologies like AWS, EKSCertifications like CKA, HashiCorp Terraform Associate, and PCATo succeed in this role, you must be a team player with a strong sense of ownership of your work and a passion for working in a data-driven organisationBenefitsCompetitive Compensation and EquityMedical Healthcare for you and your familyHybrid Work ModelWellness BenefitsProfessional Development/Global certificationsReward and Recognition ProgramsTeam Building ActivitiesHackathonCompany-Wide ProgramsCompany OverviewPlatform9 is the leader in simplifying enterprise private clouds It was founded in 2013, and is headquartered in San Jose, California, USA, with a workforce of 51-200 employees. Its website is https://platform9.com.Company H1B SponsorshipPlatform9 has a track record of offering H1B sponsorships, with 4 in 2025, 6 in 2024, 3 in 2023, 2 in 2022, 9 in 2021, 3 in 2020. Please note that this does not guarantee sponsorship for this specific role.