The Openstack Technical Support Engineer at Mirantis is responsible for resolving complex technical issues in large-scale customer cloud environments, focusing on OpenStack and Kubernetes-based platforms. This role involves advanced troubleshooting, incident response, and serving as a technical leader during third-shift operations for one of Mirantis' largest federal clients.
What You'll Do
- 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
What We're Looking For
- U.S. Citizenship (due to federal security clearance requirement)
- Ability to work third-shift schedule: Monday through Friday, 11:00 PM – 7:00 AM
- Experience troubleshooting complex technical issues in large-scale cloud environments
- Strong expertise in OpenStack and Kubernetes-based platforms
- Proven ability to lead incident calls and coordinate cross-functional teams under pressure
- Excellent communication skills for interacting with customers during critical incidents
- Ownership mindset with accountability for end-to-end resolution of escalations
Technical Stack
- OpenStack
- Kubernetes
- Mirantis Container Runtime (MCR)
- Ceph
- Storage technologies
- Networking
- Cloud infrastructure
Work Mode
Onsite
