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 labs. Key Highlights: 1. Level 1 Technical Support for Production Platforms 2. Incident Management and Customer Communication 3. Testing Labs and Troubleshooting on Servers and Networks ### **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 troubleshooting, and performing testing and troubleshooting labs on servers and networks. Whitestack deploys private clouds in Latin American capitals with highly available (99.999%) critical infrastructure supporting services such as mobile operator voice traffic. Therefore, we seek DevOps engineers specialized in Cloud Support/Site Reliability, essential to guarantee 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 the customer. * Document all support activities in tickets and designated platforms. * Manage activities required on production environments, coordinating internally and with customers for proper intervention. * Set up testing labs and conduct troubleshooting at the server and networking level. * Perform periodic health checks on supported platforms to verify correct operation. * Be available to perform support tasks outside business hours for scheduled customer activities, maintenance, deployments, or other needs. * Be available to participate in an after-hours on-call rotation system 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 diagnostics, 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, filesystems, 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 collection, operational checks, basic remediation, safe production scripts). * Intermediate English proficiency to read/write technical documentation, provide updates to stakeholders, and interact with vendors/manufacturers for 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 at our core. **Why Join Whitestack?** Global Outlook: 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 path in leadership and technology. Health First: Private medical insurance for you and your family. Unlimited Learning: Access to courses, books, learning 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, a birthday day off, and extra breaks before Independence Day, Christmas, and New Year. Connection & 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