Senior Technical Support Engineer - Cloud Services - Remote Eligible

Support Engineer

In this role you will be challenged to apply your skills and knowledge to provide direct support for critical environments and help ensure the stability of services by performing dedicated support activities, engaging in automation activities, issue remediation, and performing root cause analysis (RCA) to maximize uptime and reduce costs for enterprise customers. You will consistently rely on your knowledge of production support and your background in dev-ops processes, including incident/change/problem management, call triaging, and critical issue resolution procedures. You will collaborate with our customers, internal teams, architects, and Site Reliability Engineering teams to troubleshoot complex and challenging issues. This position extends well beyond product support as you will be a trusted partner to our enterprise customers by offering developer-to-developer assistance for cloud-native service development and architecture; you will work closely with junior and senior engineers and developers, fixing and improving code and identifying automation opportunities. 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 customer Multi-Cloud issues.

What will you do?

• Support Red Hat's customers using our OpenShift Ecosystem running on different Hybrid Cloud solutions (public providers including Azure, AWS, Google and also on premise deployments)
• Actively support and provide guidance to other Red Hat engineers dealing with more complex issues
• Resolve Red Hat's customers issues across different components such as Logging (Elasticsearch, FluentD, Kibana), Monitoring, Networking (SDN / OVN kubernetes), Storage, Service Mesh/Istio
• Be a regional / global subject-matter expert on one of the above-mentioned OpenShift components
• Diagnose and troubleshoot complex technical problems, often going through product code, to identify the root cause
• 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
• Build on your expertise by going through intensive onboarding, which includes taking RHEL and OpenShift Certifications, such as Red Hat Certified Engineer (RHCE), Containers & Kubernetes (DO180)/Operating a Production Kubernetes Cluster (DO280), Scaling Kubernetes Deployments in the Enterprise (DO380)
• 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
• As a part of your professional development, you can collaborate with your colleagues on different projects outside your day-to-day work, contribute to the success of the global team and / or contribute to Open-source community and product code

What will you bring?

• Excellent communication skills, ability to analyze and effectively resolve customer's issues
• Previous experience configuring and troubleshooting OpenShift or Kubernetes and one of its components such as (Logging, Monitoring, Networking, Storage, Service Mesh)
• Previous professional Linux system administration experience
• Passion for problem-solving and investigation of the customer and technical problems
• Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus
• Team player attitude, open-minded and collaborative approach
• Ability to read code in one of the following languages (Python / C / C++ / GoLang, Java), interest in deepening the knowledge of GoLang
• Practical experience with developer tools for code management (git, GitHub, GitLab) and bug tracking systems (Bugzilla, Jira etc)
• Thirst for knowledge, ability to further grow and enhance your technical/interpersonal skills