[Hiring] Support Engineer for CloudCasa @Catalogic Software

Role Description

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.

Responsibilities

• 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

Qualifications

• Hands-on experience with Kubernetes operations, including pods, namespaces, PVCs, storage classes, events, logs, and basic troubleshooting
• Experience with 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

Nice to have

• Additional experience in backup, restore, disaster recovery, or data protection products
• Familiarity with CloudCasa, Velero, Kasten, or similar Kubernetes backup tools
• Experience with Kubernetes persistent storage, including CSI snapshots, PVC backup, and storage class mapping
• Knowledge of Helm charts and Kubernetes application deployment
• Experience with Rancher, OpenShift, VMware Tanzu, Harvester, or other enterprise Kubernetes distributions
• Familiarity with object storage such as AWS S3, Azure Blob, MinIO, Wasabi, or other S3-compatible storage
• Experience with MongoDB, PostgreSQL, or other stateful application backup and recovery scenarios
• Knowledge of Prometheus, Grafana, Loki, ELK, or similar monitoring and log analysis tools
• Experience with self-hosted or air-gapped software deployments
• Understanding of RBAC, SSO, certificates, access keys, and basic security troubleshooting
• Experience working with engineering teams to reproduce bugs and validate fixes
• Ability to create knowledge base articles, runbooks, and troubleshooting guides

Benefits

• Full time job
• All necessary equipment such as laptop, additional monitor, and accessories
• Individual career path and professional development initiatives
• Continuous performance feedback and end-year performance review
• Remote work and flexible work hours (we're fine with breaks in the middle of the day)
• Set of non-salary benefits (Medicover, MultiSport, life insurance, referral program)