Support Engineer (L2)

The Dedicated L2 Technical Support Engineer is responsible for solving complex and high-impact technical issues within large-scale customer cloud environments. This role focuses on advanced troubleshooting, incident response, and problem management for one of Mirantis’ largest customers, with a strong emphasis on OpenStack- and Kubernetes-based platforms.

This engineer acts as a technical leader during their shift, maintaining continuous situational awareness, coordinating cross-functional resources, and driving issues to resolution under pressure. They are expected to lead incident calls, communicate clearly and decisively with customers, and take ownership of escalations from initial detection through full resolution.

Main Responsibilities:

• Troubleshoot private cloud deployments based on OpenStack, Kubernetes, Mirantis Container Runtime (MCR), and related cloud technologies, detecting, reporting, and resolving complex issues across the stack.

• Provide high-tier support for critical product issues escalated by peers or management, including leading high-severity incident calls and coordinating resolution efforts across multiple teams.

• Act as a shift-level technical leader, maintaining awareness of platform health, responding to alerts, and proactively managing emerging issues within customer environments.

• Perform cluster upgrades and lifecycle operations as new releases become available, ensuring minimal disruption and clear communication throughout the process.

• Communicate urgently, clearly, and in detail with customers during incidents, providing accurate status updates and guiding them through troubleshooting and resolution.

• Own escalations end-to-end by routing issues to the appropriate teams, including OpenStack, Ceph and storage, networking, hardware, and infrastructure, while maintaining accountability and follow-through.

• Lead incident management efforts by structuring outage calls, distinguishing root cause from contributing factors, documenting findings, and driving corrective actions to completion.

• Reproduce customer issues in internal lab environments, validate defects, and provide detailed diagnostics and reproduction steps to development teams.

• Work closely with engineering teams to review customer issues, suggest improvements, identify potential product defects, and track fixes through delivery.