Platform Support Engineer - Support Team

⚙️ Platform Support Engineer - Support Team
 

Phoeniqs Technologies | Powering Sovereign Cloud Infrastructure

At Phoeniqs Technologies, we engineer the infrastructure that powers secure, compliant, enterprise‑grade digital ecosystems.

We are looking for a Platform Support Engineer to join a dedicated Support Team responsible for handling technical support requests across IT, DevOps, OpenShift, developer platform, and AI infrastructure areas.

This role is intended for a candidate with a solid IT support background and an interest in growing toward DevOps, OpenShift, Kubernetes, developer tooling, and AI infrastructure support. 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 escalate complex cases to the appropriate engineering team with clear and complete context.

The Support Team will act as the operational entry point for tickets coming mainly from OpenShift / DevOps areas, but also from developers, AI developers, AI infrastructure users, and other internal departments. The role is therefore deliberately multidisciplinary: part IT support, part junior DevOps support, part technical triage, and part internal customer support.

The ideal candidate is practical, curious, service-oriented, and comfortable working across multiple technical domains without necessarily being the final expert in each of them.

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Role Mission

The mission of the Platform Support Engineer is to ensure that incoming support requests are handled quickly, consistently, and professionally.

The role is designed to reduce the operational load on senior DevOps, OpenShift, AI Infrastructure, Network, Datacenter, Security, and Development teams by:

• triaging incoming requests;
• collecting the right technical information;
• resolving first-level and known issues where possible;
• documenting troubleshooting steps;
• escalating complex issues with complete and structured context.

This role should improve ticket quality, reduce unnecessary escalations, shorten response times, and provide users with a clear and reliable support channel.

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Main Responsibilities

Ticket Intake, Triage and Ownership

• Act as the first point of contact for incoming technical support tickets across IT, DevOps, OpenShift, developer platform, and AI infrastructure areas.
• Review incoming tickets and classify them by topic, priority, urgency, affected service, impact, and resolver group.
• Collect missing information from users and transform unclear requests into actionable technical tickets.
• Assess whether a request can be handled by the Support Team or requires escalation to a specialized engineering team.
• Maintain ownership of tickets until resolution or formal handover.
• Ensure users receive clear and timely updates throughout the ticket lifecycle.

First-Level Technical Investigation

• Perform initial troubleshooting for platform, IT, DevOps, OpenShift, developer, and AI infrastructure issues.
• Review logs, alerts, error messages, screenshots, monitoring outputs, and basic system status information.
• Follow internal runbooks, documentation, and standard operating procedures to resolve known issues.
• Investigate common Linux, networking, access, DNS, certificate, Git, CI/CD, and container-related problems.
• Document diagnostic steps clearly in the ticket before resolution or escalation.

OpenShift, Kubernetes and DevOps Support

• Support common OpenShift and Kubernetes-related requests, including projects, namespaces, pods, deployments, routes, quotas, access, logs, and platform errors.
• Use basic oc and kubectl commands, where access and procedures allow, to collect technical information and perform standard checks.
• Support developer-related requests involving Git, CI/CD pipelines, deployment issues, container images, environment configuration, permissions, and basic troubleshooting of application delivery workflows.
• Help developers understand platform errors and identify whether an issue is application-side, configuration-side, platform-side, or infrastructure-side.
• Escalate complex OpenShift, storage, networking, security, or cluster-level issues to the appropriate engineering team.

AI Developer and AI Infrastructure Support

• Provide first-level support for AI developers and AI infrastructure users.
• Handle basic requests related to Red Hat OpenShift AI / RHOAI, notebooks, workbenches, model-serving environments, GPU resource requests, storage access, quotas, and general platform usage.
• Collect 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.
• Escalate complex AI infrastructure issues to the AI Infrastructure team with complete technical context.
• Help maintain FAQs, onboarding notes, and troubleshooting guides for AI developer support.

General IT and Cross-Department Support

• Support general IT and internal technical requests where appropriate.
• Assist with access requests, permissions, tooling issues, onboarding/offboarding workflows, and basic connectivity or service problems.
• Route requests to the correct resolver group when outside the Support Team scope.
• Communicate professionally with both technical and non-technical users.

Escalation and Incident Support

• Escalate issues to DevOps, OpenShift, AI Infrastructure, Network, Datacenter, Security, or Development teams when deeper expertise is required.
• Ensure each escalation includes a clear problem statement, impact, severity, affected service, timeline, evidence, logs, screenshots, and actions already performed.
• Support incident coordination by helping collect information, update tickets, communicate status, and document follow-up actions.
• Contribute to post-incident documentation by capturing timelines, workarounds, lessons learned, and knowledge-base improvements.

Documentation and Continuous Improvement

• Create and maintain support documentation, runbooks, FAQs, troubleshooting guides, and knowledge-base articles.
• Convert repeated ticket resolutions into reusable support procedures.
• Identify recurring issues and propose improvements to reduce ticket volume.
• Help standardize ticket categories, templates, checklists, and escalation paths.
• Work closely with senior engineers to transform operational knowledge into clear support documentation.

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Required Skills and Experience

• 1-3+ years of experience in IT support, technical support, helpdesk, system administration, junior DevOps, cloud support, platform support, or a similar technical support role.
• Good understanding of Linux basics, command-line usage, logs, services, SSH, file systems, and standard troubleshooting workflows.
• Basic knowledge of networking concepts such as DNS, HTTP/S, TCP/IP, VPNs, proxies, firewalls, load balancers, and TLS certificates.
• Familiarity with ticketing and documentation tools such as Jira, Confluence, ServiceNow, GitLab, Slack, Microsoft Teams, or similar.
• Ability to read and interpret logs, error messages, monitoring alerts, and technical documentation.
• Basic understanding of containers, Kubernetes, OpenShift, Docker, Git, CI/CD, and modern software delivery workflows.
• Ability to follow runbooks and standard operating procedures accurately.
• Strong written communication skills for ticket updates, internal documentation, and escalation notes.
• Good communication skills with both technical and non-technical users.
• Ability to ask the right questions, collect missing information, and structure technical information clearly.
• Strong ownership mindset: the candidate should not simply forward tickets, but should drive them either to resolution or to a clean, well-documented escalation.

Here, you’ll be empowered to propose, build, and ship solutions that balance innovation with real‑world compliance and operational resilience.

If you're looking to scale your impact while working on infrastructure that truly matters — this is where you do it.