Support Engineer, L2/3

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Catalogic Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 $8M Debt Financing on 2015-08

Catalogic provides smart data protection solutions for enterprises and cloud native applications. DPX is our affordable and reliable backup and recovery product with ransomware data protection and recovery. Check out our Kubernetes backup as a service - cloudcasa.io - with a generous free service plan.Catalogic helps clients protect, recover, manage, orchestrate and make use of their backup data across their enterprise and clouds in support of mission critical IT functions including disaster recovery, test/dev, and DevOps. Our products include modern data protection with built-in ransomware detection and data recovery.

📋 Description

• Handling L2 and L3 customer support cases for CloudCasa • Troubleshooting backup, restore, migration, and DR issues in Kubernetes environments • Investigating failures related to agents, jobs, storage targets, cloud integrations, and Kubernetes resources • Reviewing logs from CloudCasa components, Kubernetes clusters, and customer environments • Reproducing customer issues in staging or lab environments • Escalating verified product defects to engineering with clear technical evidence • Assisting customers with SaaS and self-hosted CloudCasa deployments • Supporting integrations with EKS, AKS, GKE, OpenShift, Rancher, Tanzu, and other Kubernetes platforms • Helping customers follow best practices for reliable backup and recovery • Maintaining internal troubleshooting documentation and external knowledge base articles

🎯 Requirements

• Hands-on experience with Kubernetes operations, including pods, namespaces, PVCs, storage classes, events, logs, and basic troubleshooting • Cloud platforms such as AWS, Azure, or Google Cloud, especially managed Kubernetes services such as EKS, AKS, or GKE • Linux system administration and command-line troubleshooting • CI/CD or DevOps environments, including Jenkins or similar pipeline tools • Scripting, preferably Python or shell scripting • Customer-facing technical support, preferably at L2 or L3 level • Reading logs, identifying failure patterns, and documenting root cause analysis • Clear written communication for ticket updates, escalation notes, and customer-facing explanations

🏖️ Benefits

• All necessary equipment such as laptop, additional monitor, and accessories • Individual career path and professional development initiatives • Continuous performance feedback and end-year performance review • Remote work and flexible work hours (we're fine with breaks in the middle of the day) • Set of non-salary benefits (Medicover, MultiSport, life insurance, referral program)