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- instinctools is a software development company that provides custom software solutions for businesses of all sizes. Our team works closely with clients to understand their specific needs and provide personalized solutions that meet their business requirements.
We are looking for an L1/L2 Support Engineer to work on our customer’s projects, specifically located in the Powai area of Mumbai.
Our customer is one of the most prominent Tech Startup, recognized in France and abroad for its technical leadership and its open-source contributions. It is also a worldwide leader in the space of software defined storage. Has over 300 customers in more than 30 countries, and they include some of the largest telecom operators and banks in the world, many TV stations, and over 30 hospitals.
As a Support Engineer, you will :
mission: support indian customers (fastly growing install base), deliver some services (installations, expansions, upgrades);
on-site presence to the customer is mandatory (1 to 2 days a week) and potentially a few travels may have to be planned (no more than once a month) to other large cities in India (Chennai, Delhi, Hyderabad, etc);
during his/her non traveling or on site time, the engineer would contribute to helping the support team in EMEA and potentially deliver services in the region.
Qualification:
Your mission: as a L1 Support Engineer, you will provide integration support and consulting for our on-premises file and object storage platform and multi-cloud data controller;
support software-defined products that rely on Linux OS and server infrastructure (strong knowledge of UNIX-based OSes and hands-on experience is critical requirement);
help customers maintain their platform by referring them to the correct documentation;
assist with hardware-related tasks like disk replacement (for systems with thousands of disks);
update internal documentation to ensure clarity and applicability across contexts;
ensure accurate interpretation between customer and support teams (including English-to-English clarification – critical requirement);
educate customers on non-critical vs. critical issues (e.g., a single disk failure is not critical);
work with UAT environments to test and validate patches before moving them to production;
participate in basic troubleshooting of Linux issues: user login problems, network issues, and patch deployments;
use Linux commands to investigate issues and extract relevant logs (critical requirement);
communicate with customers in a clear and structured way to ensure effective problem resolution (critical requirement);
submit substantiated product defect reports and change requests to L2/L3, work in ZenDesk and Jira.
Must have:
in-depth Linux system administration experience (4+ years’ experience);
in-depth understanding of Linux Operating System architecture; significant understanding of x86 hardware, including RAID architecture and file systems;
scripting: Shell, Python and/or Perl;
configuration Management tools (SaltStack and Ansible preferred);
management of large/high availability distributed environments;
experience of storage systems (NAS, SAN, object storage);
experience of large distributed high availability environments
knowledge of S3 and REST APIs;
knowledge of Docker and Kubernetes;
ability to work in a distributed and diverse team;
full English proficiency (Written and Spoken).
Soft Skills:
communicate clearly, positively and efficiently with users, partners and co-workers;
submit substantiated product defect reports and change requests to the engineering team;
communicate high level overviews of technical issues to a non-technical audience;
follow, improve, and create high-quality procedures and documentation;
English and Hindi proficiency (Written and Spoken).
We offer:
official employment, benefits;
indian business hours and flexible working time;
regular trips in Paris;
professional and ambitious team;
growth and development prospects in the company where your activity and ambitions will be rewarded!
Join us and be part of a team that is changing the world through technology.
Important Notice Regarding Your Personal Data Security
At *instinctools, we take the security of your personal data very seriously. Please be informed that all official communication, offers, and correspondence from *instinctools are conducted only through our verified company resources, including:
Official Email Domain: @instinctools.com
Company Website: https://www.instinctools.com
Important Reminder:
- instinctools will NEVER ask for sensitive personal or financial information, including:
– Bank account details
– Credit/debit card numbers
– Passwords or PINs
If you receive any suspicious requests claiming to be from *instinctools via unofficial channels (e.g., personal emails, social media DMs, or phone calls), please:
– Do not respond or share any information.
– Report it immediately to
[email protected] or your official contact.
Your trust and security are our top priorities. For any questions, always verify through our official channels.
Thank you for your attention and cooperation.
