Principal Technical Support Engineer

About the role

As an L3 Care Engineer, you will be responsible for the performance, availability and reliability of our cloud-based services and underlying infrastructure, acting as a critical technical subject matter expert. You will lead the resolution of complex, high-severity customer issues across Kubernetes, Red Hat OpenShift and OpenStack platforms, and serve as a final escalation point for our customers.

What you'll do

• Serve as the Subject Matter Expert (SME) for core cloud infrastructure technologies, including advanced Linux (CentOS) system administration
• Lead the investigation and resolution of complex, high-severity customer issues, quickly diagnosing problems across the entire cloud stack
• Identify root causes and implement effective, durable solutions for customer incidents
• Prepare and conduct rigorous Root Cause Analysis (RCA) for critical incidents to identify systemic issues and prevent recurrence
• Provide end-to-end Escalation, Monitoring and Emergency (EME) support as a final escalation point, ensuring service availability and meeting SLAs

What you need

• 10–18 years in it support & networking
• Linux
• Networking
• TCP/IP
• Firewalls
• Troubleshooting
• Root cause analysis
• Any graduate

Good to have

• Kubernetes
• Docker
• Python
• Ansible