L2 Support Engineer

JOB DESCRIPTION

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)

• 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.
• 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

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

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