Red Hat Software Company Profile

Technical Support Engineer

Red Hat Software

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Job summary:

As an Open Organization built on open source software, Red Hat values innovation, solid technical acumen, customer focus, leadership, and the creativity that impacts the customer experience across a range of products. If you want to check the real life experience of one of our engineers, check out his down-to-earth blog post about the daily life in this role.The Red Hat Customer Experience and Engagement (CEE) team is looking for an enthusiastic Technical Support Engineer with Kubernetes and OpenShift experience to join us. In this role, you will become an expert in Red Hat technologies, namely Red Hat OpenShift running on hybrid cloud, while providing outstanding technical support to our customers. You'll work closely with our developer and QE teams to incorporate customer feedback and make Red Hat OpenShift Container Platform an even better product. The customers you'll interact with are often last level technical contacts on the customer’s side, like system administrators, architects, and solution engineers.You will be a part of the unique Red Hat culture, enriched with various principles and initiatives like Open Management Practices, Open Decision Framework, and Diversity & Inclusion. With the freedom to showcase your leadership skills at any time, you will have the option to bring innovative solutions to complex problems. You will get the opportunity to be a part of several Recognition programs to reward and celebrate yours and others’ success. This job is a very important centerpiece between our customers and developer teams and is essential to perfect our product quality and customer experience.

Primary job responsibilities:

  • Support Red Hat’s customers using our Red Hat OpenShift Ecosystem running on different hybrid cloud solutions like public providers including Azure, AWS, Google, and also on-premise deployments
  • Resolve customers’ issues across different components like logging (Elasticsearch, FluentD, Kibana), monitoring, networking (SDN or OVN kubernetes), storage, and Service Mesh/Istio
  • Diagnose and troubleshoot technical problems to help identify the root cause
  • Build on your knowledge by going through intensive onboarding, which includes taking Red Hat Enterprise Linux (RHEL) and Red Hat Openshift Certifications like Red Hat Certified Engineer (RHCE), Containers and Kubernetes (DO180)/Operating a Production Kubernetes Cluster (DO280), Scaling Kubernetes Deployments in the Enterprise (DO380)
  • Constantly work on your skills so you can keep up with the latest technology trends as well as new products and features in Red Hat’s portfolio
  • Consult the customer cases with in-house support engineers and developers to promote creative solutions and improve customer experience
  • Contribute to the global Red Hat knowledge management system
  • Collaborate with your colleagues on different side projects and contribute to the success of the global team

Required skills:

  • Excellent communication skills, ability to analyze and effectively resolve customer issues
  • Previous experience configuring and troubleshooting OpenShift or Kubernetes and one of its components like logging, monitoring, networking, storage, or Service Mesh
  • Previous professional Linux system administration experience
  • Passion for problem-solving and investigation of customer’s and technical problems
  • Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus
  • Ability to work as a part of a team, open-minded and collaborative approach
  • Passion for knowledge, ability to further grow and enhance your technical and interpersonal skills

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.

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.