Platform Support Engineer - Support Team

Platform Support Engineer – Powering Sovereign Cloud Infrastructure

At Phoeniqs Technologies, we engineer the infrastructure that powers secure, compliant, enterprise‑grade digital ecosystems.

We are looking for a Platform Support Engineer to join a dedicated Support Team responsible for handling technical support requests across IT, Dev Ops, Open Shift, developer platform, and AI infrastructure areas.

This role is intended for a candidate with a solid IT support background and an interest in growing toward Dev Ops, Open Shift, Kubernetes, developer tooling, and AI infrastructure support
. The candidate is not expected to be a senior Dev Ops or Open Shift engineer, but must be able to understand technical requests, perform initial investigation, follow runbooks, resolve known issues where possible, and elevate complex cases to the appropriate engineering team with clear and complete context.

The mission of the Platform Support Engineer is to ensure that incoming support requests are handled quickly, consistently, and professionally.

• Triage incoming requests;
• Collect the right technical information;
• Resolve first‑level and known issues where possible;
• Document troubleshooting steps;
• Escalate complex issues with complete and structured context.

• Act as the first point of contact for incoming technical support tickets across IT, Dev Ops, Open Shift, developer platform, and AI infrastructure areas.
• Review incoming tickets and classify them by topic, priority, urgency, affected service, impact, and resolver group.
• Collect missing information from users and transform unclear requests into actionable technical tickets.
• Assess whether a request can be handled by the Support Team or requires escalation to a specialized engineering team.
• Maintain ownership of tickets until resolution or formal handover.
• Ensure users receive clear and timely updates throughout the ticket lifecycle.

• Perform initial troubleshooting for platform, IT, Dev Ops, Open Shift, developer, and AI infrastructure issues.
• Review logs, alerts, error messages, screenshots, monitoring outputs, and basic system status information.
• Follow internal runbooks, documentation, and standard operating procedures to resolve known issues.
• Investigate common Linux, networking, access, DNS, certificate, Git, CI/CD, and container‑related problems.
• Document diagnostic steps clearly in the ticket before resolution or escalation.

• Support common Open Shift and Kubernetes‑related requests, including projects, name spaces, pods, deployments, routes, quotas, access, logs, and platform errors.
• Use basic oc and kubectl commands, where access and procedures allow, to collect technical information and perform standard checks.
• Support developer‑related requests involving Git, CI/CD pipelines, deployment issues, container images, environment configuration, permissions, and basic troubleshooting of application delivery workflows.
• Help developers understand platform errors and identify whether an issue is application‑side, configuration‑side, platform‑side, or infrastructure‑side.
• Escalate complex Open Shift, storage, networking, security, or cluster‑level issues to the appropriate engineering team.

• Provide first‑level support for AI developers and AI infrastructure users.
• Handle basic requests related to Red Hat Open Shift AI / RHOAI, notebooks, workbenches, model‑serving environments, GPU resource requests, storage access, quotas, and general platform usage.
• Collect relevant diagnostic information for AI‑related issues, including affected namespace, workload name, GPU request, logs, error messages, model‑serving endpoint, storage configuration, and recent changes.
• Escalate complex AI infrastructure issues to the AI Infrastructure team with complete technical context.
• Help maintain FAQs, onboarding notes, and troubleshooting guides for AI developer support.

• Support general IT and internal technical requests where appropriate.
• Assist with access requests, permissions, tooling…