Infrastructure Support Engineer - OpenStack

About The Role We are seeking an Infrastructure Support Engineer with a passion for cloud infrastructure and open-source platforms to join our expanding System Engineering function. This role is pivotal in establishing our follow-the-sun operational model, providing critical coverage for live services during regional operational windows. As an Infrastructure Support Engineer, you will be the front-line shield for our production environments. You will ensure platform stability, mitigate incidents, and collaborate with both incoming US Senior Engineers and our EMEA-based strategic development teams. This position offers a distinct, accelerated progression plan designed to transition you into a Senior Systems Architect over time. What You’ll Be Doing (Responsibilities) Live Service Operations: Monitor, triage, and resolve complex Level 2 (L2) incidents across our Unix/Linux and OpenStack cloud environments to safeguard customer SLAs. Platform Support: Provide hands-on operational support and maintenance across compute, networking, and virtualization layers, specifically focusing on OpenStack Neutron (SDN) and OpenStack Ironic (bare-metal provisioning). Follow-the-Sun Coverage: Operate effectively within a rotating shift framework to maintain seamless system reliability during non-EMEA hours, paving the way for future APAC systems onboarding. Knowledge Management: Convert real-time troubleshooting insights into structural capital by creating, refining, and updating standard operating procedures (SOPs) and technical runbooks. Cross-Functional Collaboration: Partner with incoming US-based Senior Engineers and handle structured escalations to EMEA core tooling developers when deep code mutations are required. About You (Requirements) Linux/Unix Systems Administration: Proven commercial experience managing and troubleshooting Linux-based infrastructure at scale. OpenStack Core Competency: Hands-on experience working with or maintaining OpenStack ecosystems in production or large-scale staging environments. Virtualisation Insights: Practical exposure to hypervisors and virtualization technologies (e.g., KVM, Proxmox). Analytical Triage Mindset: A methodical, right-first-time approach to incident investigation, performance bottlenecks, and root-cause analysis. Communication & Documentation: Excellent English communication skills, with a proactive approach to technical writing and knowledge sharing. Nice to Have Exposure to cloud-native technologies and container orchestration (Kubernetes). Familiarity with infrastructure automation tooling (Ansible, Terraform, Python/Bash scripting). What We Can Offer You Highly competitive package (base + equity) with reviews every 12 months. Human-First Flexibility: We trust Nscalers to deliver, giving you the autonomy to shape your day around life's moments. A dynamic progression plan tailored specifically to your ambitions, with explicit mentorship towards Senior…