Cloud Support Engineer
vor 5 Stunden
We are ResetData.
And we're on a mission to offer sustainable cloud infrastructure solutions that are better for businesses and the planet.ResetData significantly reduces the energy and water resources required to run data centres.
Our liquid cooling technology also enables a tenfold increase in computer density, equating to significant cost savings to businesses seeking smarter, more sustainable solutions.
We are also a leading public cloud provider, specializing in cutting-edge GPU as a Service (GPUaaS) for AI and Machine Learning workloads.With a seasoned executive team, backing from Centuria Group, and partnerships with premier technology providers, ResetData is making an enduring environmental difference, redefining a saturated market and legacy for generations to come.This is your chance to join as part of ResetData's foundational team as we shape the future of next generation cloud services.Position: Cloud Support EngineerLocation: Sydney or MelbourneAs a Cloud Support Engineer, you will work on our leading-edge liquid cooled cloud compute and AI services.
These services are based on the latest open-source technologies and scalable infrastructure.
As part of a small, collaborative team you will support our new products to market while ensuring that our systems are efficient, secure, and resilient.
This role plays a critical role in ensuring the availability and performance of cloud systems.
This position is primarily focused on customer support, requiring responsiveness and expertise in cloud operations.What you'll do: Monitoring Systems Availability: Continuously monitor the health and performance of both bare metal and virtual machine services within the OpenStack environment.Tier 1 and 2 Support: Provide first and second-level support for customer inquiries, troubleshooting issues related to cloud services.Initial Troubleshooting: Handle basic technical issues and inquiries from users, such as password resets, software installation, and connectivity problems.Ticket Management: Log, track, and manage support tickets using a ticketing system, ensuring timely responses according to service level agreements (SLAs).Customer Issues Communication: Provide clear communication to our customers regarding their issues and the steps being taken to resolve them.Problem Resolution: Diagnose and resolve systemic problems arising from multiple incidents.In-Depth Analysis: Perform deep-dive diagnostics by analysing system logs, network traces, and error messages to identify root causes of issues.Incident Management: Manage incidents from detection through resolution, ensuring effective communication with users throughout the process.Resolution of Availability Issues: Identify and resolve availability issues promptly to maintain service level agreements (SLAs).Escalation: Identify issues that require advanced technical expertise and escalate them to Level 3 support when necessary.Documentation: Maintain accurate documentation of incidents, resolutions, and system configurations.What you'll bring: Bachelor's degree in Computer Science or a related field.At least 3+ years of experience in cloud systems operations and support.Proven experience in a customer-facing role within IT support.Knowledge of the ITIL framework would be preferable.Reasonable understanding of OpenStack architecture and components (e.g., Nova, Neutron, Cinder).Experience with Linux operating systems, particularly Red Hat or Ubuntu.Proficiency in scripting languages such as Python, Bash.Familiarity with networking concepts including DNS, load balancing, and firewall configurations.Hands-on experience with monitoring frameworks like Zabbix, LibreNMS, Better, Sentry KKnowledge of tools for incident tracking and management (e.g., JIRA, Slack).Understanding and experience of virtualization technologies (e.g., KVM, VMware, etc.)
and their integration with OpenStack.Excellent problem-solving and analytical skills with attention to detail.Preferred experience with infrastructure as code (IaC) tools like Terraform, Ansible, or similar.Strong customer service orientation with proficient verbal and written communication skills to effectively interact with customers.What else you need to know:Flexible work environment: We value outcomes over hours.
We work hybrid from our Sydney or Melbourne CBD offices, striking a balance between professional and personal commitments.Opportunities for professional growth and development: we want you to hone your craft and learn new skills & new technologies.Team first: we take pride in our collaborative and inclusive team culture.Sound like you?
Come join us as we shape the future of sustainable AI and cloud infrastructure.
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