Support Engineer

Role Overview: You will be responsible for delivering high-quality technical support for the Marlin OLMS containerised solution running on SUSE Rancher Kubernetes Engine (RKE2) deployed on-site at client locations. This role will cover both frontline (Tier 1) and deeper technical troubleshooting (Tier 2), ensuring prompt issue resolution, client satisfaction, and operational continuity across Linux/Kubernetes environments, including first- and third-party applications and services. Due to the on-premises nature of the deployment, you will spend significant time on the main client site, with the possibility of periodic visits to other client locations. The role starts as a 6-month contract position. Key Responsibilities: - Serve as the first point of contact for users reporting incidents or requesting service. - Log, categorize, and prioritize tickets using the incident management system (e.g., OTRS). - Provide user support for application access, navigation, errors, and general usage queries. - Monitor system alerts and automated notifications, proactively responding to issues. - Investigate and resolve complex or escalated incidents beyond frontline capability. - Maintain accurate ticket records and activity logs. - Participate in incident reviews, problem management, and client meetings as needed. - Work in accordance with client SLAs, ensuring timely resolution and clear communication. - Uphold data privacy and security practices in all support interactions. Qualifications Required: - Degree or Diploma in IT, Computer Science, or related field with 2+ years of relevant experience in IT/application support. - Strong foundational knowledge in Linux operating systems, ideally with experience in SUSE Linux (essential). - Practical experience and understanding of Kubernetes, specifically SUSE RKE2 (essential). - Familiarity with virtualization technologies, specifically managing virtual machines in hypervisor environments. - Experience of using third-party open-source Kubernetes plugins such as Prometheus, PostgreSQL, Rook Ceph, KeyCloak. - Proficient in diagnosing network issues and basic SAN storage management. - Ability to support web applications, API servers, and integrated external data sources. - Excellent communication skills and a proven track record of liaising effectively with internal teams and external vendors. - Prior experience in a technical support or systems administration role, preferably within containerized infrastructure environments. Additional Company Details: At Viridien, dedication to providing for the needs of employees is a priority. The company values diversity and is committed to equal employment opportunities for all professionals.,