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: 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-site from 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 zone shift (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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