Senior Technical Support Engineer - OpenShift Container Platform

Posting Location : Location US-Remote
Posting date 2 months ago(12/3/2021 8:47 AM)
Job ID
89349
Workday ID
R-015611

About the job

The Red Hat Customer Experience and Engagement team is looking for a Senior Technical Support Engineer with a solid background in Platform-as-a-Service (PaaS) technologies to join our Enhanced Support for OpenShift team in North America. In this role, you will be challenged to provide high-level technical support and sustaining engineering services to dedicated enterprise customer accounts to help maximize up-time and reduce IT costs. Support Delivery (SD) is Red Hat's customer facing support team. We provide high quality technical support to Red Hat customers around the globe across all Red Hat product lines. Our Support Delivery team is dedicated to resolving issues quickly and efficiently. As a Senior Technical Support Engineer, you will collaborate with our customers, top developers, architects, and operations teams to troubleshoot complex and challenging issues. You'll partner closely with development engineering teams and work alongside some of the brightest developers in the open source community. You will also work with Red Hat's key strategic cloud partners to jointly solve multi-vendor customer issues. This role is a great opportunity to join one of the fastest growing enterprise software and services companies and the leader in open source software.

 

What you will do

  • Act as the direct contact and adviser for customer inquiries about Red Hat OpenShift Container Platform through our Customer Portal as well as by phone and using remote access tools
  • Deliver an exceptional customer experience by using professional communication, applying existing knowledge, and deep troubleshooting to resolve a variety of issues
  • Quickly analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner
  • Collaborate with other support engineers and other internal teams and external parties during the problem resolution process
  • Document diagnostic steps and create reusable solutions for future incidents
  • Be available to perform weekend shift duties on a rotational schedule when needed
  • Contribute to regional or global initiatives or projects if needed

What you will bring

  • Bachelor's degree in a technical field; engineering or computer science degree is a plus
  • 3+ years of experience as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service
  • 5+ years of experience working with Linux or UNIX operating systems
  • Experience working with hosted applications or large scale application deployments
  • Experience with Kubernetes, containers, Open vSwitch, JBoss, Tomcat, Go, Angular.js  (web frameworks), Python (web frameworks), .NET, and RESTful API
  • Good understanding of Linux tools, with an emphasis on cURL, strace, Wireshark, and using Git
  • Ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates
  • Excellent troubleshooting skills and passion for problem solving and investigation
  • Ability to multitask, prioritize, and work under pressure
  • Excellent reading and writing skills in English; fluent English language skills are a plus
  • Familiarity with technologies like Red Hat OpenShift Container Platform, containers, and Ansible cloud management
  • Commitment to providing the best experience possible for Red Hat customers and work as part of a team

The following are a plus: 

  • Red Hat Certified Engineer (RHCE) certification
  • Knowledge of support systems and tools 
  • Appreciation and passion for open source software
  • Upstream involvement in open source projects (patches submitted for upstream inclusion)

 

#LI-REMOTE

 

 

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.

 

Benefits

  • Comprehensive medical, dental, and vision coverage
  • Flexible Spending Account - healthcare and dependent care
  • Health Savings Account - high deductible medical plan
  • Retirement 401(k) with employer match
  • Paid time off and holidays
  • Paid parental leave plans for all new parents
  • Leave benefits including disability, paid family medical leave, and paid military leave
  • Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more! 

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States. 

 

 

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