Walk-in | Cloud Support Engineer(L2/L3)

Cloud Support Engineer Level 2 / Level 3

Designation :Cloud Support Engineer (L2 / L3)

Experience- L2: 3-5 years | L3: 5-8 years

Location: Noida, Uttar Pradesh (work from office)

Interview : F2F only No virtual Round

Engagement :Full-time, 247 rotational shifts

POSITION OVERVIEW

Utho operates an Indian public cloud platform delivering compute, block and object storage, networking and Managed Kubernetes Service (MKS). We are hiring experienced Cloud Support Engineers to own the technical resolution of escalated customer issues. Level 2 is accountable for diagnosis and resolution across the stack; Level 3 is the final technical authority for Support, leading major incidents and root cause analysis with Engineering.

KEY RESPONSIBILITIES

1. Ownership

Level 2 Diagnosis & Resolution

Own escalated tickets end-to-end and ensure timely resolution within defined SLAs.

Keep customers informed throughout the troubleshooting and resolution process.

Level 3 Technical Authority

Act as the final technical escalation point for the Support team.

Lead major incidents and drive resolution of critical technical issues.

Own Root Cause Analysis (RCA) and work with Engineering teams to implement permanent fixes.

2. Compute

Level 2 Diagnosis & Resolution

Diagnose VM boot failures, guest kernel panics, Virtio device faults, CPU steal, and I/O contention at the hypervisor level.

Level 3 Technical Authority

Resolve host and fleet-wide compute issues involving NUMA, CPU pinning, memory pressure, and live migration failures.

Review and approve corrective actions on production hypervisors.

3. Storage

Level 2 Diagnosis & Resolution

Resolve stuck attach and detach states, block-device path failures, filesystem issues, and mount recovery.

Perform and validate storage restore and recovery activities.

Level 3 Technical Authority

Diagnose replication lag, split-brain scenarios, and data-consistency issues.

Own capacity forecasting and define recovery and remediation runbooks.

4. Network

Level 2 Diagnosis & Resolution

Troubleshoot load balancer, NAT, conntrack, MTU, and fragmentation issues.

Perform packet captures, TLS handshake analysis, and latency troubleshooting.

Level 3 Technical Authority

Handle complex overlay-network, asymmetric-routing, and cross-datacenter issues.

Work with the Network team to drive permanent fixes and validate solutions at scale.

5. Kubernetes

Level 2 Diagnosis & Resolution

Resolve Kubernetes node NotReady issues, CNI and CSI attach loops, kubelet and containerd faults.

Troubleshoot pod eviction, cgroup-related issues, and node-pool scaling problems.

Level 3 Technical Authority

Own control-plane and etcd health, certificate rotation, cluster upgrades, and capacity management.

Advise customers on production Kubernetes architecture and best practices.

6. Continuous Improvement

Level 2 Diagnosis & Resolution

Create and maintain technical runbooks and Knowledge Base articles.

Develop scripts for repeatable diagnostics and recurring technical issues.

Level 3 Technical Authority

Build automation and internal tooling to eliminate recurring issues.

Mentor L1 and L2 engineers and review their RCAs to improve technical quality and resolution effectiveness.

SKILLS REQUIRED

Linux advanced administration on Ubuntu, Debian and RHEL/CentOS: systemd, journalctl, boot and rescue recovery, fstab and mount repair, LVM, ext4 and XFS; kernel and sysctl tuning, OOM and kernel-panic analysis, profiling with iostat, vmstat, sar, perf and strace.

Cloud and virtualization hands-on with a public cloud or virtualization platform: VM lifecycle, snapshots and images, block and object storage, VPC and IP management, firewall rules, load balancers and DNS. KVM, QEMU and libvirt required at L3.

Networking TCP/IP and subnetting, DNS, static and dynamic routing, NAT and conntrack, VLAN and overlay networking, iptables or nftables chain analysis, load balancing, TLS handshake debugging, tcpdump and MTU or latency analysis.

Kubernetes kubectl debugging, pod and node lifecycle, ingress and LoadBalancer services, PV, PVC and CSI binding, kubelet and containerd log analysis; control-plane and etcd troubleshooting, certificate rotation and cluster upgrades (L3).

Automation and process Bash scripting (Python required at L3), REST APIs with curl and jq, Git, Ansible or Terraform, monitoring and alert tuning with Prometheus and Grafana or an equivalent stack, ITIL incident and change management, formal RCA authoring

QUALIFICATIONS

Education Bachelors degree in Computer Science, IT, Electronics or an equivalent technical discipline.

Experience L2: 25 years supporting cloud or virtualization infrastructure in production. L3: 58 years, including major incident leadership and demonstrable RCA ownership.

Availability willingness to work 247 rotational shifts including weekends, public holidays and on-call rotations. .