• Senior Technical Support Engineer

    Location US-Remote
    Posting date 1 month ago(11/12/2019 9:30 AM)
    Job ID
    Information Technology, 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

    The Red Hat Sales team is looking for a Senior Technical Support Engineer to join us in the U.S. to provide support for Red Hat cloud-based lab and demo environments. In this role, you will provide technical Level 3 support for our Red Hat OpenStack Platform-based private cloud. You will gain a deep understanding of our solutions portfolio, including Red Hat Enterprise Linux (RHEL), Red Hat OpenShift, Red Hat OpenStack Platform, Red Hat Virtualization, and related technologies. You’ll need to be a motivated system software engineer experienced in multiple functions including support and sustaining multiple private and public cloud environments. You’ll also need to be highly skilled in setup, installation, and triage of server environments. As a Senior Technical Support Engineer, you’ll need to demonstrate good decision making, adaptability, and organizational skills. You’ll need to have exceptional customer service skills, ability to understand complex problems and knowledge of how to work difficult issues to completion. You should also have recent work experience with Red Hat OpenStack Platform, Linux, hypervisors, virtual servers, and containers in a cloud-focused software stack. Successful applicants must reside in a state where Red Hat is registered to do business.

    Primary job responsibilities

    • Provide Level 3 support for a large, multi-cluster, multi-region Red Hat OpenStack-based private cloud serving hundreds of daily workload deployments with a service-level agreement (SLA) for high-end performance and storage capabilities
    • Be responsible for Red Hat OpenStack Platform administration and automation for creating, managing users, roles, groups, domains, services, and endpoints; manage quotas, instances, snapshots, metadata, creating new images; manage and create networks, routers, subnets, and allocation pools, swift objects, time stamps, and cinder volumes, use heat templates, and perform troubleshooting
    • Create and manage deployment guides; create network connectivity and service interface for non-Red Hat OpenStack Platform components to access cloud network and create scripts to customize flavors and quotas
    • Create and manage multiple tenants in a cloud, creating quotas, triggering alarms when certain thresholds are reached, creating network, and customizing heat templates
    • Develop and maintain Red Hat OpenStack Platform deployment process for automated cluster deployments, including sanity tests for upgrading and patching test and production environments
    • Create and maintain enterprise-level proactive monitoring for the private cloud, troubleshooting, and preemptive actions in a 24/7 support team
    • Provide on-site support for lab environments for partner and associate events and travel to support these events; Global Partner
    • Technical and Enablement (GPTE) associates travel to at least 5 events per year

    Required skills

    • 7+ years of IT industry experience with 2+ years of experience with Red Hat OpenStack Platform
    • 3+ years of experience with virtualization, e.g., VMware, Red Hat Virtualization, KVM, Xen, or Microsoft Hyper-V
    • Experience with high-end storage systems as private cloud backend; experience with Red Hat Ceph Storage is a plus
    • Troubleshooting experience, including debugging logs for understanding component failures and identifying the root cause and system impact
    • Proficienciency in Red Hat Ansible Automation or other scripting languages like Python, Perl, or Bash
    • Solid written and verbal communication skills
    • Ability to work remotely on your own in a globally distributed team environment and collaborate with others to solve problems for Red Hat’s associates and partners
    • Excellent time management, decision making, interpersonal, and organizational skills

    The following are considered a plus:


    • Red Hat Certified System Administrator (RHCSA), or equal combination of skills and experience
    • Knowledge of Linux containers and container orchestration
    • Proficiency in version control systems like Git
    • Familiarity with REST APIs
    • Knowledge of and familiarity with open source technologies and industry trends relating to open source as well as the cloud marketplace


    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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