L2/L3 Cloud Support Engineer

Skip To Job Description Thanks for visiting our Career Page. Please review our open positions and apply to the positions that match your qualifications.Benefits and PerksWe take our fun time just as seriously as our work. Our team traditions include watching movies that are so-bad-that-they’re-good, screening sporting events at the office,  pickup Nerf basketball, beach volleyball parties, weekly team lunches and beer bashes. L2/L3 Cloud Support Engineer Remote Full Time Customer Support and Engineering Operations Experienced Share Job Title: Cloud Support EngineerReporting To : Global Cloud Support ManagerMember of : Customer Support and Engineering OperationsLocations—India (Remote)About Us:Platform9: Private Clouds Made EasyPlatform9 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.Position Summary:We are looking to hire a Cloud Support Engineer who is an expert in troubleshooting, a quick learner, enthusiastic, highly motivated, and provides excellent support experience while making enterprise customers successful with their open-source clouds. In this position, the engineer shall interact with sysadmin/DevOps engineers of the customer and assist them in solving issues arising in their OpenStack/Kubernetes environment while maintaining a high SLA goal. This role involves continuous learning and sharpening of OpenStack and Kubernetes skills. As a Cloud Support Engineer, you will be responsible for technical support and consultation for Platform9’s growing customer base. This role reports to our Global Cloud Support Manager.Roles and Responsibilities:Monitoring 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%)Preferred Qualifications:A 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...