• Senior Technical Support Engineer - Enterprise Cloud Technologies

    Location US-NC-Raleigh
    Posting date 1 week ago(5/17/2018 9:03 AM)
    Job ID
    63590
    Category
    Technical Support
  • Company description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    Become an expert in one or more Red Hat solutions like Red Hat OpenStack Platform. The Red Hat Enterprise Cloud Technologies Support Engineering team is looking for a Senior Technical Support Engineer to join us. In this role, you will provide an excellent customer support experience for our enterprise subscription customers. You’ll serve as a trusted adviser to enterprise-level customers, partner closely with them, and help us continually prove our value as you troubleshoot and resolve their technical issues. You'll work with the entire portfolio of Red Hat cloud computing solutions to meet our customers' business needs. As a Senior Technical Support Engineer, you will work with key customers both on-site and remotely to build a relationship of trust and confidence between Red Hat and the customer engineering, development, and operations teams. Work location for the role is flexible. Red Hat office in Raleigh, NC or Westford, MA are preferred, though well-qualified, home-based candidates in the U.S. and Canada will also be considered. Successful applicants must reside in a state where Red Hat is registered to do business.

    Primary job responsibilities

    • Ensure that customers get the maximum value from our solutions and use them easily
    • Provide issue resolution to strategic customers over various support channels
    • Develop solutions for our customers while understanding their business needs
    • Exceed customer expectations by providing outstanding customer service
    • Keep our customers updated and ensure they are satisfied with our support
    • Collaborate with other engineers to develop creative solutions for our customers
    • Share your knowledge in the global Red Hat’s knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
    • Manage customer cases and maintain clear and concise case documentation
    • Participate in case review conference calls with customers when needed

    Required skills

    • 5+ years of Linux or UNIX system administration experience
    • Bachelor's degree or equivalent experience within the enterprise IT sector
    • Technical knowledge of and experience with the Linux kernel and networking
    • Fundamental understanding of the Red Hat OpenStack Platform architecture and administration experience across all of its working components
    • Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
    • Demonstrated customer service experience or prior technical support experience; desire to go above and beyond in assisting customers
    • Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support
    • Red Hat certification like Red Hat Certified System Administrator (RHCSA) in Red Hat OpenStack Platform or Red Hat Certified Engineer (RHCE), or willingness to pursue certificate within the first 90 days on the job
    • Ability to deal with rapid change and limited structure
    • Demonstrated ability and willingness to learn new open source technologies
    • Outstanding written and verbal communication skills in English


    The following will be considered a plus:

     

    • Experience with software-defined networking (SDN), network functions virtualization (NFV), and cloud networking
    • Experience working in the telecommunications industry and understanding of relevant terminology and solutions
    • Scripting or programming experience in languages like Bash, C, or Python
    • Knowledge of Open vSwitch, DPDK, and OpenDaylight
    • Knowledge of application profiling and tuning (perf, strace, ftrace, trace-cmd, etc.)
    • Advanced network troubleshooting skills; deep understanding of all networking layers (ISO/OSI model and TCP/IP)
    • Experience in the networking field and Cisco Certified Networking Professional (CCNP) certification or similar
    • Familiarity with Red Hat's enterprise solutions portfolio and related industry offerings
    • Experience with a variety of network equipment vendors (Cisco, Arista, HP, and Dell) and different types of appliances (switches, routers, firewalls, etc.)


    Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.


    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

     

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