L2 Support Engineer (Fully Remote, USA based)

NexGen Cloud is a rapidly growing IaaS company focused on providing innovative cloud solutions and infrastructure services. Our GPU cloud infrastructure solutions accelerate development in industries such as Artificial Intelligence & Machine Learning, VFX & Rendering, Data Science & IoT, and Computer Aided Engineering & MDO.

We are dedicated to helping our clients navigate the complexities of the digital world and achieve success through cutting-edge, scalable, secure and affordable solutions.

At the company's heart stands a group of very talented, experienced and motivated individuals who want to make a positive change and a lasting impact on the tech world.

Position Summary:

We are seeking a detail-oriented and customer-focused L2 Support Engineer with foundational skills in OpenStack and Kubernetes, a strong grasp of REST APIs, and an intermediate understanding of Linux operating systems/core functionality.

The ideal candidate will be adept at troubleshooting, managing incoming support queries, and delivering exceptional customer service and communication whilst being documentation-minded and solution-focused.

Key Responsibilities:

• Customer Support/Experience: Provide timely and effective technical support through various channels (email, phone, chat), ensuring excellent communication with both internal and external stakeholders with a focus on quality of experience.

• OpenStack & Kubernetes: Support and troubleshoot basic issues related to OpenStack and Kubernetes deployments, working collaboratively with engineering teams as needed.

• REST APIs: Assist customers in understanding, integrating, and troubleshooting REST API calls and interactions as well as utilising API commands to facilitate support operations.

• Issue Diagnosis: Analyse log files, script outputs, and command-line feedback to identify and resolve technical issues across various operating systems and tools.

• Ticket Management: Handle support requests effectively, adhering to workflows and processes to ensure high quality and responsive issue resolution.

• Documentation: Develop and maintain Internal support documentation, including troubleshooting guides and Internal knowledgebases.

• Continuous Improvement: Stay updated with emerging technologies and industry trends, contributing to team knowledge sharing and foreword thinking strategies.

Required Skills:

• Technical Skills:

• Entry-level experience with OpenStack and Kubernetes management.

• Intermediate Linux and windows knowledge, with the ability to navigate, troubleshoot, and perform basic system operations.

• Understanding of REST APIs and their use in modern applications.

• Familiarity with ticketing systems and workflows (EG: hubspot)

• Technical Competence: Ability to interpret logs and debug issues via command-line tools and scripts alongside other troubleshooting methods.
  

• GPU: understanding of utilisation and troubleshooting methods for Nvidia based GPU’s

• Soft Skills:

• Strong detail orientated communication skills tailored to diverse audiences.

• Customer-focused problem-solving and support abilities with a focus on quality of interaction/experience.

• Detail-oriented with a passion for thorough documentation.
  

Nice to Have:

• Programming & Scripting:

• Basic Bash scripting, Python, or Golang knowledge.

• Familiarity with Typescript (Next.js, Tailwind frameworks).

• Tool Experience:

• Knowledge of monitoring tools and ELK stack (Prometheus, Elasticsearch).

• Experience with nova hypervisor, Postman, Rundeck, or Netbox.

• Industry Knowledge: Exposure to virtualization technologies and their impact on hardware performance.

What We Offer:

• A competitive salary and comprehensive benefits package.

• Opportunities for professional development and exposure to cutting-edge technologies.

• A collaborative work environment with a focus on innovation and growth.

• Fully remote role — work from anywhere in the USA

• The chance to join the latest frontier in technology

Join Our Team:

We encourage applications from candidates of all backgrounds and experiences. Our commitment to diversity and inclusion drives our success as a company and reflects our dedication to fostering a diverse and innovative workforce.

Join our team and become a part of the NexGen Cloud Team, where innovation, collaboration, and growth are at the heart of everything we do. If you are a passionate, talented, and motivated individual looking to make a difference, apply now!