Cloud Support Engineer - PE

Description

Job Summary: The Support Engineer ensures SLA compliance by providing first- and second-level support for configuration and technical issue resolution, as well as conducting tests and lab work. Key Highlights: 1. Level 1 technical support for production platforms and services 2. Incident management and coordination of production activities 3. Creation of test labs and troubleshooting ### **Summary** The Support Engineer ensures SLA compliance by handling requests and incidents in Latam projects, delivering first- and second-level support for configuration and technical issue resolution, and performing troubleshooting tests and labs on servers and networks. Whitestack deploys private clouds in Latin American capitals with highly available (99.999%) critical infrastructures supporting services such as mobile operator voice traffic. Therefore, we seek DevOps engineers specialized in Cloud Support/Site Reliability, who are essential to guaranteeing continuity and stability of these mission-critical data centers. **This role is available for remote work from the following locations: Mexico, Chile, Argentina, Colombia, Uruguay, and Peru, with availability to work in the UTC-3 time zone.** ### **Responsibilities** * Provide Level 1 technical support for production platforms and services. * Manage incidents according to established protocols and perform appropriate escalation. * Deliver efficient and effective communication to customers. * Document all support activities, both in tickets and in designated platforms. * Manage activities required on production environments, coordinating internally and with customers for proper intervention. * Create test labs and conduct troubleshooting at the server and networking level. * Periodically perform health checks on the platforms we support to verify correct operation. * Be available to perform support tasks outside regular business hours for scheduled customer activities, maintenance, deployments, or others. * Be available to participate in an on-call shift rotation system outside regular business hours for support. ### **Requirements** * Experience: + At least 2 years of experience as a Cloud Support Engineer, SRE, or equivalent role in infrastructure operations and support. + Experience managing tickets and support processes (Jira, ServiceNow, or others), including clear documentation of diagnosis, evidence, and communication. * Education: + Degree in Computer Engineering, Systems Engineering, Electronics Engineering, or related field. * Specific Knowledge / Technical Requirements: + Advanced Linux in production environments: service and OS troubleshooting (systemd, journalctl), permissions/users, processes, filesystem, and networking. + Linux networking: interface configuration and diagnostics, VLANs, routing, bonding, and MTU; troubleshooting using tools such as tcpdump (sniffing), ip, ss, ethtool, ping/traceroute. + Virtualization: experience operating and supporting virtualized environments (KVM/VMware/Hyper-V or others), including diagnosis of common compute, network, and storage failures. + Kubernetes: production operation/administration and troubleshooting (Pods, Deployments/DaemonSets, Services, events/logs, readiness/liveness; basic understanding of storage PV/PVC). + Experience with mission-critical production systems, including incident management, coordination of production actions, escalation, and effective communication. + Automation: ability to automate repetitive tasks using Bash and Ansible and/or Python (information gathering, operational checks, basic remediation, secure production scripts). * Intermediate English proficiency for reading/writing technical documentation, updating stakeholders, and interacting with vendors/manufacturers during support cases. Professional Requirements: * Autonomy (to achieve optimal results) * Adherence to world-class standards * Goal orientation * Openness to learning new technologies * Analytical thinking * Teamwork (to coordinate with development and product deployment teams) * Rapid adaptation to a highly dynamic environment #### **About Us** **Whitestack** is a leading Latin American company specializing in cloud solutions and hyper-scalable digital infrastructure. We leverage open-source technologies and industry-leading standards to drive digital transformation across the region. We are a **Great Place to Work**, where innovation, collaboration, and personal development are part of our core identity. **Why Join Whitestack?** International exposure: Participate in global initiatives and travel to collaborate with teams across different countries. ️ Real work-life balance: We design policies aligned with your lifestyle, enabling autonomous and purpose-driven work. Clear growth path: We offer a robust career trajectory in leadership and technology. Health first: Private medical insurance for you and your family. Unlimited learning: Access to courses, books, materials, and certification reimbursement. Languages for the world: Language courses so your growth knows no borders. Technology in your hands: We renew your equipment every 3 years... and it’s yours at the end of the term! Recognition of effort: Performance and project success bonuses. Time for you: Minimum 15 vacation days, one birthday leave day, and extra breaks before Independence Day, Christmas, and New Year. Connection and fun: Budget for recreational and team-building activities. Innovation culture: Your ideas matter. We encourage strategic participation from any role. Learn more about our benefits here