Support Engineer for CloudCasa (L2/3)

Support Engineer for CloudCasa (L2/3) We are looking for an L2/3 Support Engineer to support CloudCasa, our Kubernetes backup, recovery, disaster recovery, and migration platform. This role is for someone who can go beyond basic ticket handling. The candidate should be able to troubleshoot Kubernetes environments, analyze backup and restore issues, work with customers and internal engineering teams, and help resolve complex technical problems across cloud-native and hybrid environments. The engineer will support CloudCasa customers using SaaS and self-hosted deployments, including environments running on public cloud, private cloud, and enterprise Kubernetes platforms. The role will include: • 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 Candidate profile The ideal candidate is a practical Kubernetes troubleshooter with solid cloud experience and strong support discipline. They should be comfortable working directly with customers, reading technical logs, isolating product versus environment issues, and translating complex technical findings into clear next steps. This is not a first-line helpdesk role. It requires someone who can independently investigate technical issues, work across Kubernetes, cloud, storage, and backup domains, and collaborate with engineering when deeper product analysis is required. Qualifications The candidate should have 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 Additional experience in any of the following areas would be beneficial: • Backup, restore, disaster recovery, or data protection products • CloudCasa, Velero, Kasten, or similar Kubernetes backup tools • Kubernetes persistent storage, including CSI snapshots, PVC backup, and storage class mapping • Helm charts and Kubernetes application deployment • Rancher, OpenShift, VMware Tanzu, Harvester, or other enterprise Kubernetes distributions • Object storage such as AWS S3, Azure Blob, MinIO, Wasabi, or other S3-compatible storage • MongoDB, PostgreSQL, or other stateful application backup and recovery scenarios • Prometheus, Grafana, Loki, ELK, or similar monitoring and log analysis tools • Self-hosted or air-gapped software deployments • RBAC, SSO, certificates, access keys, and basic security troubleshooting • Working with engineering teams to reproduce bugs and validate fixes • Creating knowledge base articles, runbooks, and troubleshooting guides