Support Engineer

Viridien ) is an advanced technology, digital and Earth data company that pushes the boundaries of science for a more prosperous and sustainable future. With our ingenuity, drive and deep curiosity we discover new insights, innovations, and solutions that efficiently and responsibly resolve complex natural resource, digital, energy transition and infrastructure challenges.

Be part of the global Viridien/Sercel group, Concept Systems is the world leading provider of software systems and services for oil and gas exploration. We have also moved into markets beyond Oil & Gas with Marlin, a portfolio of innovative software and services for the marine industry including energy, ports and logistics.

For over 40 years, our software teams have been committed to delivering innovative, client-driven solutions. Our dedication to continuous development ensures that our customers not only have access to, but also help define the latest advances in technology.

Job Overview
To deliver high-quality technical support for the Marlin OLMS containerised solution running on SUSE Rancher Kubernetes Engine (RKE2) deployed on-site at client locations. The role covers both frontline (Tier 1) and deeper technical troubleshooting (Tier 2), ensuring prompt issue resolution, client satisfaction, and operational continuity across Linux/Kubernetes environments, and covering both first- and third-party applications and services.

Due to the on-premises nature of the deployment, it is expected that significant time will be spent on the main client site, with the possibility of periodic visits to other client locations. The role starts as a 6-months contract position.

Incident Handling & User Support

• Serve as the first point of contact for users reporting incidents or requesting service.
• Log, categorize, and prioritize tickets using the incident management system (e.g., OTRS).
• Provide user support for application access, navigation, errors, and general usage queries.
• Follow standard operating procedures and utilize the internal knowledge base for resolution.
• Keep users informed of progress and status of their tickets, ensuring customer satisfaction.
• Initiating and managing escalation and triggering of Disaster Recovery protocols.

System Monitoring & Alert Response

• Monitor system alerts and automated notifications, proactively responding to issues.
• Initiate pre-emptive actions to mitigate problems before they impact users or services.
• Perform periodic health checks and analyze system logs for signs of degradation or failure.

Technical Troubleshooting

• Investigate and resolve complex or escalated incidents beyond frontline capability.
• Analyze logs, perform configuration checks, and replicate issues in test environments.
• Apply configuration changes, patching, or workaround solutions as appropriate.
• Liaise with development, infrastructure, or DevOps teams for further escalation or root cause analysis.

Knowledge & Documentation

• Maintain accurate ticket records and activity logs.
• Update and improve internal documentation and knowledge base articles based on resolved issues.
• Identify recurring problems and recommend improvements to processes, documentation, or system design.

Collaboration & Communication

• Participate in incident reviews, problem management, and client meetings as needed.
• Provide insights and technical input during user acceptance testing or after software releases.
• Assist with gathering information for developers or support teams to diagnose deep-rooted issues.

Service Quality & Compliance

• Work in accordance with client SLAs, ensuring timely resolution and clear communication.
• Uphold data privacy and security practices in all support interactions.
• Participate in scheduled on-call or out-of-hours support to meet 24/7 system requirements.

Key Skills & Experience

• Degree or Diploma in IT, Computer Science, or related field with 2+ years of relevant experience in IT/application support.
• Strong foundational knowledge in Linux operating systems, ideally with experience in SUSE Linux (essential).
• Practical experience and understanding of Kubernetes, specifically SUSE RKE2 (essential).
• Familiarity with virtualisation technologies, specifically managing virtual machines in hypervisor environments.
• Experience of using third-party open-source Kubernetes plugins such Prometheus, PostgreSQL, Rook Ceph, KeyCloak.
• Ability to interpret and utilise system monitoring tools and dashboards such as the Grafana data visualization and dashboard platform.
• Proficient in diagnosing network issues and basic SAN storage management.
• Ability to support web applications, API servers, and integrated external data sources.
• Excellent communication skills and a proven track-record of effective liaise effectively with internal teams and external vendors.
• Prior experience in a technical support or systems administration role, preferably within containerised infrastructure environments.

Desired Job Skillsets

• Certifications such as SUSE Linux or Kubernetes Administrator (CKA).
• Prior experience supporting IT systems within the oil & gas, renewables, marine logistics, and port operations sectors.

Personal Attributes

• Strong analytical and problem-solving skills.
• Ability to manage multiple tasks effectively under pressure.
• Proactive and able to anticipate issues before they arise.
• Detail-oriented with excellent documentation skills.
• Collaborative team player with a commitment to continuous learning.

Why Work with us?
At Viridien, we are dedicated to providing the needs of our employees; and we know every employee has unique personal goals, family circumstances, and preferences. That is why we offer a wide array of benefits to promote and enhance your total well-being.

We see things differently. Diversity fuels our innovation, we value the unique ways in which we differ, and we are committed to equal employment opportunities for all professionals.