Ph3Platform Support Engineer – Powering Sovereign Cloud Infrastructure /h3 pAt Phoeniqs Technologies, we engineer the infrastructure that powers secure, compliant, enterprise‑grade digital ecosystems. /p pWe are looking for a bPlatform Support Engineer /b to join a dedicated Support Team responsible for handling technical support requests across IT, DevOps, OpenShift, developer platform, and AI infrastructure areas. /p pThis role is intended for a candidate with a solid bIT support background /b and an interest in growing toward bDevOps, OpenShift, Kubernetes, developer tooling, and AI infrastructure support /b. The candidate is not expected to be a senior DevOps or OpenShift engineer, but must be able to understand technical requests, perform initial investigation, follow runbooks, resolve known issues where possible, and elevate complex cases to the appropriate engineering team with clear and complete context. /p h3Role Mission /h3 pThe mission of the Platform Support Engineer is to ensure that incoming support requests are handled quickly, consistently, and professionally. /p h3Responsibilities /h3 ul liTriage incoming requests; /li liCollect the right technical information; /li liResolve first‑level and known issues where possible; /li liDocument troubleshooting steps; /li liEscalate complex issues with complete and structured context. /li /ul h3Ticket Intake, Triage and Ownership /h3 ul liAct as the first point of contact for incoming technical support tickets across IT, DevOps, OpenShift, developer platform, and AI infrastructure areas. /li liReview incoming tickets and classify them by topic, priority, urgency, affected service, impact, and resolver group. /li liCollect missing information from users and transform unclear requests into actionable technical tickets. /li liAssess whether a request can be handled by the Support Team or requires escalation to a specialized engineering team. /li liMaintain ownership of tickets until resolution or formal handover. /li liEnsure users receive clear and timely updates throughout the ticket lifecycle. /li /ul h3First‑Level Technical Investigation /h3 ul liPerform initial troubleshooting for platform, IT, DevOps, OpenShift, developer, and AI infrastructure issues. /li liReview logs, alerts, error messages, screenshots, monitoring outputs, and basic system status information. /li liFollow internal runbooks, documentation, and standard operating procedures to resolve known issues. /li liInvestigate common Linux, networking, access, DNS, certificate, Git, CI/CD, and container‑related problems. /li liDocument diagnostic steps clearly in the ticket before resolution or escalation. /li /ul h3OpenShift, Kubernetes and DevOps Support /h3 ul liSupport common OpenShift and Kubernetes‑related requests, including projects, namespaces, pods, deployments, routes, quotas, access, logs, and platform errors. /li liUse basic oc and kubectl commands, where access and procedures allow, to collect technical information and perform standard checks. /li liSupport developer‑related requests involving Git, CI/CD pipelines, deployment issues, container images, environment configuration, permissions, and basic troubleshooting of application delivery workflows. /li liHelp developers understand platform errors and identify whether an issue is application‑side, configuration‑side, platform‑side, or infrastructure‑side. /li liEscalate complex OpenShift, storage, networking, security, or cluster‑level issues to the appropriate engineering team. /li /ul h3AI Developer and AI Infrastructure Support /h3 ul liProvide first‑level support for AI developers and AI infrastructure users. /li liHandle basic requests related to Red Hat OpenShift AI / RHOAI, notebooks, workbenches, model‑serving environments, GPU resource requests, storage access, quotas, and general platform usage. /li liCollect relevant diagnostic information for AI‑related issues, including affected namespace, workload name, GPU request, logs, error messages, model‑serving endpoint, storage configuration, and recent changes. /li liEscalate complex AI infrastructure issues to the AI Infrastructure team with complete technical context. /li liHelp maintain FAQs, onboarding notes, and troubleshooting guides for AI developer support. /li /ul h3General IT and Cross‑Department Support /h3 ul liSupport general IT and internal technical requests where appropriate. /li liAssist with access requests, permissions, tooling issues, onboarding/offboarding workflows, and basic connectivity or service problems. /li liRoute requests to the correct resolver group when outside the Support Team scope. /li liCommunicate professionally with both technical and non‑technical users. /li /ul h3Escalation and Incident Support /h3 ul liEscalate issues to DevOps, OpenShift, AI Infrastructure, Network, Datacenter, Security, or Development teams when deeper expertise is required. /li liEnsure each escalation includes a clear problem statement, impact, severity, affected service, timeline, evidence, logs, screenshots, and actions already performed. /li liSupport incident coordination by helping collect information, update tickets, communicate status, and document follow‑up actions. /li liContribute to post‑incident documentation by capturing timelines, workarounds, lessons learned, and knowledge‑base improvements. /li /ul h3Documentation and Continuous Improvement /h3 ul liCreate and maintain support documentation, runbooks, FAQs, troubleshooting guides, and knowledge‑base articles. /li liConvert repeated ticket resolutions into reusable support procedures. /li liIdentify recurring issues and propose improvements to reduce ticket volume. /li liHelp standardize ticket categories, templates, checklists, and escalation paths. /li liWork closely with senior engineers to transform operational knowledge into clear support documentation. /li /ul h3Required Skills And Experience /h3 ul li1‑3+ years of experience in IT support, technical support, helpdesk, system administration, junior DevOps, cloud support, platform support, or a similar technical support role. /li liGood understanding of Linux basics, command‑line usage, logs, services, SSH, file systems, and standard troubleshooting workflows. /li liBasic knowledge of networking concepts such as DNS, HTTP/S, TCP/IP, VPNs, proxies, firewalls, load balancers, and TLS certificates. /li liFamiliarity with ticketing and documentation tools such as Jira, Confluence, ServiceNow, GitLab, Slack, Microsoft Teams, or similar. /li liAbility to read and interpret logs, error messages, monitoring alerts, and technical documentation. /li liBasic understanding of containers, Kubernetes, OpenShift, Docker, Git, CI/CD, and modern software delivery workflows. /li liAbility to follow runbooks and standard operating procedures accurately. /li liStrong written communication skills for ticket updates, internal documentation, and escalation notes. /li liGood communication skills with both technical and non‑technical users. /li liAbility to ask the right questions, collect missing information, and structure technical information clearly. /li liStrong ownership mindset: the candidate should not simply forward tickets, but should drive them either to resolution or to a clean, well‑documented escalation. /li /ul pHere, you’ll be empowered to propose, build, and ship solutions that balance innovation with real‑world compliance and operational resilience. /p pIf you're looking to scale your impact while working on infrastructure that truly matters — this is where you do it. /p /p #J-18808-Ljbffr