• Technical Support Engineer - Red Hat OpenStack Platform

    Location US-CO-Denver
    Posting date 4 weeks ago(11/11/2019 3:53 AM)
    Job ID
    74154
    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

    The Red Hat Enterprise Cloud Technologies Support Engineering team is looking for an experienced Infrastructure-as-a-Service (IaaS) engineer to join us as a Technical Support Engineer for the Red Hat OpenStack Platform in Denver, CO. 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. Work location for the role is semi-flexible. Red Hat has an office in Denver but well-qualified, home-based candidates in the Mountain and Pacific time zones will also be considered.

    Primary job responsibilities

    • Provide technical support and sustaining engineering services for the Red Hat OpenStack Platform
    • Partner with Red Hat OpenStack Platform communities to develop and review patches and test cases
    • Analyze upstream development against current customer-reported defects and develop patches to resolve issues
    • Use command line tools to diagnose network issues and message queue problems
    • Record customer interactions to detail investigation efforts, troubleshooting, and the resolution of issues
    • Work closely with Red Hat’s development engineers, production support engineers, and technical account managers
    • Demonstrate considerable judgment in selecting methods and techniques to obtain solutions
    • Uphold a commitment to providing the best experience possible for Red Hat’s customers
    • Manage your workload to ensure that all customer issues are handled and resolved in a timely manner
    • Assist in the development of comprehensive and reusable self-service solutions for future incidents

    Required skills

    • 3+ years of experience as a support or development engineer for virtualization or cloud technologies on Linux
    • Experience working with Infrastructure-as-a-Service (IaaS) platforms
    • Good understanding of Linux command line tools
    • Experience working in a technical support, development, engineering, or quality assurance (QA) organization
    • Linux operating system installation, configuration, upgrade, and maintenance experience
    • Development-level experience with Python and experience writing patches
    • Deep knowledge of filesystem standards, network architecture, high availability, identity management, and REST APIs
    • Experience with tcpdump analysis, Open vSwitch networking, and MySQL databases
    • Upstream involvement in open source projects, including patches submitted for upstream inclusion, is a plus
    • Bachelor's degree in a technical field; engineering or computer science is a plus3+ years of experience as a support or development engineer for virtualization or cloud technologies on Linux
    • Experience working with Infrastructure-as-a-Service (IaaS) platforms
    • Good understanding of Linux command line tools
    • Experience working in a technical support, development, engineering, or quality assurance (QA) organization
    • Linux operating system installation, configuration, upgrade, and maintenance experience
    • Development-level experience with Python and experience writing patches
    • Deep knowledge of filesystem standards, network architecture, high availability, identity management, and REST APIs
    • Experience with tcpdump analysis, Open vSwitch networking, and MySQL databases
    • Upstream involvement in open source projects, including patches submitted for upstream inclusion, is a plus
    • Bachelor's degree in a technical field; engineering or computer science is a plus


    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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