Job Summary: The Support Engineer ensures SLA compliance by providing first- and second-level support for configuration and technical issue resolution, and conducting troubleshooting tests and labs on servers and networks. Key Highlights: 1. Key role in ensuring continuity and stability of data centers 2. Teamwork to coordinate with development and deployment 3. Adaptation to a highly dynamic environment ### **Summary** The Support Engineer ensures SLA compliance by handling requests and incidents for Latam projects, providing first- and second-level support for configuration and technical issue resolution, as well as conducting troubleshooting tests and labs on servers and networks. 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 are seeking DevOps engineers specialized in Cloud Support/Site Reliability—key to ensuring 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. * Manage activities required on production environments, coordinating internally and with customers for proper intervention. * Build test and troubleshooting labs at server and networking levels. * Periodically perform health checks on supported platforms to verify correct operation. * Be available to perform support tasks outside business hours for scheduled customer activities, maintenance, deployments, or other purposes. * Be available to participate in an on-call rotation system for after-hours 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 others), including clear documentation of diagnostics, evidence, and communications. * Education: + 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: hands-on experience operating and supporting virtualized environments (KVM/VMware/Hyper-V or others), 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 PV/PVC storage). + Experience supporting 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 technology 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 core to our identity. **Why Join Whitestack?** International exposure: Participate in global initiatives and travel to collaborate with teams across countries. ️ Real work-life balance: Policies designed around your lifestyle, enabling autonomous, purpose-driven work. Clear career growth: A robust career path in leadership and technology. Health first: Private medical insurance for you and your family. Unlimited 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 term! Recognition for effort: Performance and project success bonuses. Time for you: Minimum 15 vacation days, a birthday day off, and additional breaks before Independence Day, 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