• Technical Support Engineer - OpenShift Container Platform

    Location US-NC-Raleigh
    Posting date 1 week ago(12/3/2019 10:28 AM)
    Job ID
    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 Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer with a background in Platform-as-a-Service (PaaS) technologies to join our Application Platform Support (APS) team in Raleigh, NC. In this role, you will provide high-level technical support and sustaining engineering services to maximize uptime and reduce IT costs for enterprise customers, striving to resolve issues quickly and efficiently. You’ll work closely with customers, developers, architects, and operations teams to troubleshoot and solve complex and challenging technical issues. You'll collaborate with engineering teams and work alongside some of the brightest developers in the open source community. As a Technical Support Engineer, you will also partner with key strategic cloud partners to jointly solve multi-vendor customer issues. This is a great opportunity to join one of the fastest-growing enterprise software and services companies and the leading provider of open source software.

    Primary job responsibilities

    • Serve as a direct point of contact and adviser for customer inquiries about Red Hat OpenShift Container Platform through our customer portal and via phone
    • Deliver exceptional customer experience by troubleshooting a variety of issues and recommending solutions in a professional and courteous manner
    • Analyze issues to identify problem areas and effectively communicate corrective actions and timely resolutions to customers
    • Collaborate with members of the technical support team and external parties during the problem resolution process
    • Document diagnostic steps and create reusable solutions for future incidents
    • Be available to perform some weekend and holiday shift duties on a rotational schedule when needed

    Required skills

    • 3+ years of experience working with Linux or Unix operating systems; Linux system installation, configuration, and maintenance experience is a big plus
    • 3+ years of working experience as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service
    • Bachelor's degree in a technical field; degree in engineering or computer science is a plus
    • Experience working with hosted applications or large-scale application deployments
    • Familiarity with technologies like Red Hat OpenShift Container Platform, Kubernetes, and Red Hat Ansible Automation Platform cloud management
    • Good understanding of Linux tools with an emphasis on cURL, Git, strace, and Wireshark
    • Solid troubleshooting skills and passion for problem-solving and investigation
    • Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat’s associates
    • Outstanding communications skills in English

    The following are considered a plus:


    • Knowledge of support systems and tools
    • Familiarity with the Red Hat solutions portfolio and open source software development
    • Upstream involvement in open source projects, including patches submitted for upstream inclusion
    • Red Hat Certified Engineer (RHCE) certification
    • Experience with Open vSwitch, Red Hat Middleware, Apache Tomcat, Node.js, Ruby, Python web frameworks, and .NET Framework technologies

    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, veteran status, 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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