Mirantis helps organizations ship code faster on public and private clouds. The company provides a public cloud experience on any infrastructure from the data center to the edge. With Lens and the Mirantis Cloud Native Platform, Mirantis empowers a new breed of Kubernetes developers by removing infrastructure and operations complexity and providing one cohesive cloud experience for complete app and devops portability, a single pane of glass, and automated full-stack lifecycle management with continuous updates.
Mirantis serves many of the world’s leading enterprises, including Adobe, DocuSign, Liberty Mutual, PayPal, Reliance Jio, Societe Generale, Splunk, and Volkswagen. Learn more at www.mirantis.com.
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 Jr 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.
1st 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
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
Apply advanced troubleshooting techniques (debug and diagnose) on critical, highly complex problems that span multiple layers of the technology stack
Be an active participant in your team’s efforts to resolve our customer’s complex technical challenges
Partner cross-functionally with product and solution experts to co-develop reference architecture content
BA/BS degree or equivalent practical experience
2+ years technical support experience at a high-growth SaaS technology company
General System Admin knowledge - Openstack, Linux, Ubuntu, KVM, XEN, CentOS, and Kubernetes
General understanding of scripting language - Python
General understanding (or willingness to learn) of network protocols
Experience 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
What does Mirantis offer you?
Mirantis ranked in the top 50 of G2's Best IT Cloud Products of 2021!
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