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 a strong grasp of REST APIs, an intermediate understanding of Linux operating systems/core functionality and familiarity with OpenStack and Kubernetes.
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 knowledge-bases.
* Continuous Improvement:Stay updated with emerging technologies and industry trends, contributing to team knowledge sharing and foreword thinking strategies.
Required Skills:
Technical Skills:
* Understanding of REST APIs and their use in modern applications.
* Familiarity with ticketing systems and workflows (EG: hubspot)
* Intermediate Linux and Windows knowledge, with the ability to navigate, troubleshoot and perform basic system operations.
* Technical Competence:Ability to interpret logs and debug issues via command-line tools and scripts alongside other troubleshooting methods.
* GPU:understanding of utilization 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).
* Entry-level experience with OpenStack and Kubernetes management is a nice to have.
* Tool Experience:
* Knowledge of monitoring tools and ELK stack (Prometheus, Elasticsearch).
* Experience with Nova hypervisor, Postman, Rundeck, or Netbox.
* Industry Knowledge:
o Exposure to virtualization technologies and their impact on hardware performance.
What We Offer:
* A competitive salary and comprehensive benefits package.
* Extensive full training of Kubernetesand other high demand technologies(from Basics to Advanced level)
* Opportunities for professional development and exposure to cutting-edge technologies.
* A collaborative work environment with a focus on innovation and growth.
* The chance to join the latest frontier in technology
***This position will start on a remote basis, but later itwill require working on-sitefrom our Nottingham office 5 days a week. Flexibility to work different shifts and weekends will also be required.This role is open for the APAC time zoneshift (12am-8am or 1am-9am)
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!
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