Senior Technical Support Engineer - Red Hat OpenShift Container Platform (RHOCP)

As an Open Organization built on open-source software, Red Hat values innovation, strong technical acumen, customer focus, leadership and the creativity that impacts the customer experience across a range of products. 

Customer Experience and Engagement (CEE) team is looking for an enthusiastic Technical Support Engineer with Kubernetes and Openshift. In this role, you will build on your expertise with Red Hat technologies, namely Red Hat OpenShift Container Platform 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, such as Open Management Practices, Open Decision Framework, 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. 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. This job is a very important centerpiece between our customers and developer teams and is essential to perfect our product quality and customer experience.

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)

• Resolve our customers’ complex issues across different components such as Logging (Elasticsearch, FluentD, Kibana), Monitoring, Networking (SDN / OVN kubernetes), Storage, Service Mesh/Istio

• Diagnose and troubleshoot technical problems as well as provide the root cause analysis

• Build on your expertise by going through intensive onboarding, which includes taking RHEL and RH 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)

• 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, contribute to the success of the global team and / or contribute to the OpenSource community.

What will you bring:

• Excellent communication skills, ability to analyze and effectively resolve complex customer issues

• Professional experience with configuring and troubleshooting OpenShift or Kubernetes with its components such as logging, monitoring, networking, storage, Service Mesh

• Previous professional Linux system administration experience 

• Passion for problem-solving and investigation of the most complex 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

• Thirst for knowledge, ability to further grow and enhance your technical/interpersonal skills

#LI-NG1

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)
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.

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