Company Description Mirantis is the Kubernetes-native AI infrastructure company, enabling organizations to build and operate scalable, secure, and sovereign infrastructure for modern AI, machine learning, and data-intensive applications. By combining open source innovation with deep expertise in Kubernetes orchestration, Mirantis empowers platform engineering teams to deliver composable, production-ready developer platforms across any environment—on-premises, in the cloud, at the edge, or in sovereign data centers. As enterprises navigate the growing complexity of AI-driven workloads, Mirantis delivers the automation, GPU orchestration, and policy-driven control needed to manage infrastructure with confidence and agility. Committed to open standards and freedom from lock-in, Mirantis ensures that customers retain full control of their infrastructure strategy. https://www.mirantis.com/ Job Description Please note before applying: - Schedule: This is a third-shift position, Monday through Friday, from 11:00 PM – 7:00 AM. - Security Requirements: Our client is a Federal Contractor. Due to the nature of the work and the requirement for a federal security clearance, only U.S. Citizens will be considered for this role. The Openstack Technical Support Engineer is responsible for solving complex and high-impact technical issues within large-scale customer cloud environments. This role focuses on advanced troubleshooting, incident response, and problem management for one of Mirantis’ largest customers, with a strong emphasis on OpenStack- and Kubernetes-based platforms. This engineer acts as a technical leader during their shift, maintaining continuous situational awareness, coordinating cross-functional resources, and driving issues to resolution under pressure. They are expected to lead incident calls, communicate clearly and decisively with customers, and take ownership of escalations from initial detection through full resolution. Main Responsibilities: - 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. Qualifications - High school diploma or equivalent required; four-year degree preferred or equivalent experience with three or more years in a senior or Tier 3 systems administration role. - Strong experience with OpenStack core services including Nova, Neutron, Cinder, Keystone, and Glance. - Hands-on knowledge of Neutron networking, including OVS and OVN, VLAN and VXLAN, and SDN concepts. - Experience with Cinder storage backends, including Ceph RBD and LVM. - Strong Ceph experience, including troubleshooting cluster health, OSD and MON issues, performance tuning, and recovery operations. - Working knowledge of Kubernetes architecture and troubleshooting containerized workloads. - Advanced Linux system administration skills. - Strong understanding of networking fundamentals. - Excellent written and verbal English communication skills. Preferred Qualifications - Experience with container technologies such as Docker and Kubernetes; certifications are a plus. - Experience with databases and messaging systems including MySQL, Galera, PostgreSQL, RabbitMQ, InfluxDB, Elasticsearch, Cassandra, and Zookeeper. - Experience with monitoring and observability tools such as Grafana, Kibana, and Prometheus. - Experience with automation and configuration management tools including Ansible, Salt, Puppet, Chef, and Helm. Additional Information What does Mirantis offer you? - Work with an established Silicon Valley leader in the cloud infrastructure industry. - Work with exceptionally passionate, talented and engaging colleagues, helping Fortune 500 and Global 2000 customers implement next-generation cloud technologies. - Be a part of cutting-edge, open-source innovation. - Thrive in the high-energy environment of a young company where openness, collaboration, risk-taking, and continuous growth are valued. - Receive a competitive compensation package with strong benefits plan We are a Leader for Container Management in G2 (#2 after AWS)!

POSITION SUMMARY We are seeking a motivated and detail-oriented individual to join our Technical Support team as a Level I Technical Support. In this role, you will be the first point of contact for our customers, providing essential technical assistance and support for GoContact's products and services. You will diagnose and troubleshoot software and hardware issues, offering solutions to ensure customer satisfaction and product efficiency. KEY RESPONSIBILITIES - Respond to customer inquiries via phone, email, and chat in a professional and timely manner. - Identify, diagnose, and troubleshoot technical issues related to GoContact’s software and hardware. - Provide accurate, efficient solutions to customer problems and escalate more complex issues to Level 2 support as needed. - Maintain detailed records of customer interactions, problems, and solutions in the company’s ticketing system. - Created and updated support documentation and knowledge base articles to assist customers and team members. - Work closely with other support team members to share knowledge and expertise and resolve customer issues effectively. Assisted in onboarding new customers and provided training on using GoContact’s products. - Relay customer feedback to the product development team to contribute to the continuous improvement of GoContact’s services. - Adhere to company policies and procedures, ensuring all customer interactions comply with company standards and regulations. Help drive automation initiatives to create/improve internal tools/solutions. QUALIFICATIONS - High school diploma or equivalent; technical degree or certification is a plus. - Previous experience in a customer service or technical support role is preferred. - Basic understanding of computer systems, networks, and software applications. - Excellent verbal and written communication skills in English and Spanish. - Strong analytical and problem-solving abilities. - Demonstrated ability to provide exceptional customer service and maintain a positive attitude. - Ability to work collaboratively in a team environment. - Flexibility to adapt to changing priorities and handle multiple tasks simultaneously. - Strong attention to detail and organizational skills. WHY BROADVOICE 🚀 Grow Your Career Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship. 🏡Enjoy Flexibility We know life happens outside of work. Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life. 🤝 Community & Culture Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference. 🌟 Make an Impact With us, your ideas are heard, and your work is meaningful. As a member of our team, you’ll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice’s future. Are you ready to join a passionate and talented team to build the future of Broadvoice? If you’re a strategic thinker, a collaborative, and have a talent for driving impactful results, we’d love to meet you! Apply now to become part of a forward-thinking company that’s growing and empowering its people across all roles and departments.

• Drive technical resolution - Troubleshoot integration issues, debug tracking and API problems, and review customer implementations directly to guide users through complex technical setups. • Build and maintain integrations - Develop and maintain integrations with third-party platforms, ensuring reliable connectivity and a seamless experience for customers across different tech stacks. • Maintain and improve documentation - Keep the help center, API docs, and integration guides accurate, comprehensive, and easy to use - including written articles, tutorials, and video walkthroughs. • Own the support experience - Respond to customer inquiries via chat and email with clarity and empathy, jump on calls or screenshares when a problem needs a deeper look, and occasionally reach out to new customers to help them get started with the product. • Become a product and industry expert - Continuously deepen your knowledge of FirstPromoter and the broader affiliate and referral marketing space, so customers always have a reliable, knowledgeable expert to turn to. • Contribute cross-functionally - Share structured customer feedback with product and development teams. Collaborate with engineers and customer success on shared priorities.

• Own Production Issues • Triage and resolve customer issues across VPC deployments, APIs, and data pipelines • Debug production systems using logs, metrics, and system-level analysis • Reproduce issues and drive them to resolution with Engineering • Support Customer Infrastructure • Help customers operate Unstructured in AWS, GCP, or Azure environments • Troubleshoot Kubernetes, Docker, networking (VPC, private endpoints), and IAM issues • Guide customers on running reliable, production-grade deployments • Go Deep on Debugging • Investigate issues across document processing pipelines and API behavior • Identify root causes, not just workarounds, and validate fixes • Partner Cross-Functionally • Work closely with Engineering, Forward Deployed Engineers, and Solutions on escalations and blockers • Act as the voice of the customer for enterprise deployments • Improve the System • Build runbooks, troubleshooting guides, and internal tooling • Identify patterns and drive improvements in reliability and supportability