Technical Support Engineer

Position: L2 Support Engineer Location: Bangalore Budget: 15 LPA Experiance : 4+ years with level 2 Support Mode: Work from Office About the Role Our client is seeking experienced and highly skilled L2 Support Engineers to provide round-the-clock technical support for our clients' customers. This role involves both direct customer interaction and deep technical troubleshooting across the client’s stack, including virtualization platforms, AI/ML workflows, and infrastructure automation. Core Responsibilities ● Serve as the first point of contact for all customer support tickets across L1 and L2 scopes. ● Troubleshoot and resolve complex issues involving Codewave products, including: ○ Virtualization technologies (e.g., Xen, KVM, Kubernetes, Docker) ○ GPUaaS features (GPU passthrough, virtual GPUs) ○ AI/ML workflows (Python-based tooling, model execution environments) ○ Service automation (e.g., Ansible) ○ Linux networking (SDN, VLANs, routing, DNS, IP addressing) ● Conduct root cause analysis and propose corrective actions. ● Collaborate with support management and engineering teams to escalate product bugs or feature-related issues. ● Respond to and investigate alerts generated by monitoring tools such as Zabbix. ● Contribute to internal documentation, customer-facing documentation knowledge base articles and train support bots to help customers self-serve! Required Skills ● Fluent English, with clear and confident communication skills. ● 3+ years of experience in Linux system administration in production environments. ● Strong command of system administration for Ubuntu/Debian systems. ● Solid knowledge of core networking concepts (firewalls, routing, SDN, VLANs). ● Experience supporting virtualization and containerization platforms (Xen, KVM, Docker, Kubernetes). ● Familiarity with AI/ML tooling and ability to debug Python-based applications. ● Hands-on experience with automation and configuration management tools (Ansible). ● Working knowledge of DNS, and database management. ● Comfort working independently in high-pressure, time-sensitive scenarios. Preferred Skills ● Experience with enterprise GPUs and knowledge of GPU virtualization concepts. ● Familiarity with cloud infrastructure environments. ● Advanced proficiency in SQL and database management/optimisation. Additional Requirements ● Willingness to participate in on-call rotation (shared across the team) until we have 24/7 coverage. ● Strong analytical and troubleshooting mindset. ● Self-motivated and capable of working without direct supervision. Future Responsibilities (as L1 team is introduced) ● Serve as an escalation point for issues unresolved by L1 engineers. ● Provide mentorship, coaching, and training to junior support staff. ● Assist in establishing L1 troubleshooting workflows and documentation. ● Use your experiences to refine escalation procedures to ensure smooth handovers. Show more Show less