Cloud Support Engineer - AR

Description

Job Summary: The Support Engineer provides first- and second-level support for configuration and technical troubleshooting, ensuring SLA compliance and stability of mission-critical data centers. Key Highlights: 1. Level 1 technical support for production platforms and services 2. Resolution of technical issues on servers and networks 3. Availability for on-call shift rotation ### **Summary** The Support Engineer ensures SLA compliance by handling requests and incidents across Latam projects, delivering first- and second-level support for configuration and technical troubleshooting, as well as conducting server and network troubleshooting tests and labs. Whitestack deploys private clouds in Latin American capitals using highly available (99.999%) critical infrastructure that supports services such as mobile operator voice traffic. Therefore, we seek DevOps engineers specialized in Cloud Support/Site Reliability—key to guaranteeing 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 customers. * Document all support activities, both in tickets and in designated platforms. * Execute necessary production environment activities, coordinating internally and with customers for proper intervention. * Build testing and troubleshooting labs at the server and networking level. * Perform periodic health checks on supported platforms to validate correct operation. * Be available to perform off-hours support tasks—including scheduled customer activities such as maintenance, deployments, or others. * Be available to participate in an off-hours on-call shift rotation for support. ### **Requirements** * Experience: + Minimum 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 similar), including clear documentation of diagnostics, evidence, and communication. * Education: + Bachelor’s 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 similar), 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 in 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 for reading/writing technical documentation, updating stakeholders, and interacting with vendors/manufacturers during support cases. Professional Requirements: * Autonomy (to achieve optimal results) * Adherence to world-class standards * Goal-oriented mindset * 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 central to our culture. **Why Join Whitestack?** International exposure: Participate in global initiatives and travel to collaborate with teams across different countries. ️ Real work-life balance: Policies tailored to your lifestyle, enabling autonomous and purpose-driven work. Clear growth path: A robust career track in leadership and technology. Health first: Private medical insurance for you and your family. Limitless learning: Access to courses, books, materials, and certification reimbursement. Languages for the world: Language courses so your growth knows no borders. Technology in your hands: Equipment renewal every 3 years… and it’s yours at the end of the period! Recognition for effort: Performance and project success bonuses. Time for you: Minimum 15 vacation days, a birthday day off, and extra breaks before National Holidays, Christmas, and New Year. Connection and 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