L1/L2 Support Engineer

Role & responsibilities

• Your mission: as a L1 Support Engineer, you will provide integration support and consulting for our on-premises file and object storage platform and multi-cloud data controller;
• support software-defined products that rely on Linux OS and server infrastructure (strong knowledge of UNIX-based OSes and hands-on experience is critical requirement);
• help customers maintain their platform by referring them to the correct documentation;
• assist with hardware-related tasks like disk replacement (for systems with thousands of disks);
• update internal documentation to ensure clarity and applicability across contexts;
• ensure accurate interpretation between customer and support teams (including English-to-English clarification critical requirement);
• educate customers on non-critical vs. critical issues (e.g., a single disk failure is not critical);
• work with UAT environments to test and validate patches before moving them to production;
• participate in basic troubleshooting of Linux issues: user login problems, network issues, and patch deployments;
• use Linux commands to investigate issues and extract relevant logs (critical requirement);
• communicate with customers in a clear and structured way to ensure effective problem resolution (critical requirement);
• submit substantiated product defect reports and change requests to L2/L3, work in ZenDesk and Jira.

Preferred candidate profile

• in-depth Linux system administration experience (4+ years experience);
• in-depth understanding of Linux Operating System architecture; significant understanding of x86 hardware, including RAID architecture and file systems;
• scripting: Shell, Python and/or Perl;
• configuration Management tools (SaltStack and Ansible preferred);
• management of large/high availability distributed environments;
• experience of storage systems (NAS, SAN, object storage);
• experience of large distributed high availability environments
• knowledge of S3 and REST APIs;
• knowledge of Docker and Kubernetes;
• ability to work in a distributed and diverse team;
• full English proficiency (Written and Spoken).

Soft Skills:

• communicate clearly, positively and efficiently with users, partners and co-workers;
• submit substantiated product defect reports and change requests to the engineering team;
• communicate high level overviews of technical issues to a non-technical audience;
• follow, improve, and create high-quality procedures and documentation;
• English and Hindi proficiency (Written and Spoken).

We offer:

• official employment, benefits;
• indian business hours and flexible working time;
• regular trips in Paris;
• professional and ambitious team;
• growth and development prospects in the company where your activity and ambitions will be rewarded!