Job Title: L3 Cloud Support Engineer

Department: Customer Operations

Reports To: Senior Manager, Customer Operations

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:

The Platform9 Customer Operation team is seeking an L3 Cloud Support Engineer to manage the customer support team. This team is focused on enhancing operational tooling and delivering advanced technical support and sustaining engineering services to optimize uptime. In this capacity, you will utilize customer operation tools to diagnose and resolve incidents promptly and effectively. You will collaborate closely with customers, developers, architects, and operations teams to address intricate and demanding challenges. This role necessitates a comprehensive understanding of open-source technologies, including OpenStack and Kubernetes, as well as proficiency in programming languages such as Python.

What will you do?

• Act as the primary L3 escalation point for complex or unresolved issues from the Support SRE team
• Troubleshoot and resolve advanced issues across OpenStack components (Nova, Neutron, Cinder, Keystone, Glance, etc.) and Kubernetes clusters, including control-plane, networking, storage, and workload failures.
• Perform in-depth root-cause analysis and provide corrective and preventive action recommendations.
• Serve as the bridge between Engineering and Support, ensuring smooth communication, timely bug validation, and quick issue resolution.
• Develop and implement solutions to improve the performance and reliability of the cloud platform.
• Act as a mentor for the team and drive team-wide projects and sprint planning.
• Collaborated effectively with cross-functional teams to ensure smooth and reliable application releases.
• Implement and manage monitoring and logging solutions using Prometheus, Grafana, and other relevant tools.
• Actively contribute towards workflow and operational tool development and enhancements.
• Stay up-to-date on the latest cloud computing technologies and trends.
• Work effectively across multiple time zones, if required

What will you bring?

• Bachelor's degree in computer science, information technology, or a related field
• 10+ years of experience in cloud computing support
• Proficient in Linux, Networking, and the architecture and components of both OpenStack and Kubernetes. CKA or COA is a plus.
• Experience in programming languages such as Python and GoLang
• Excellent communication and customer service skills
• Ability to work independently and as part of a team
• Ability to meet deadlines and work under pressure.
• Familiarity with CI/CD pipelines, automation and monitoring.
• Strong proficiency in Infrastructure as Code (IaC) tools like Terraform and Code Configuration Management Tools like Ansible.
• Excellent problem-solving and troubleshooting skills.