Technical Support Engineer - Cloud Services (Brno Office, Czech Republic)

Red Hat is seeking a Cloud Services Engineer with a background in OpenShift and/or Kubernetes  cluster deployment and configuration to join our Cloud Services Customer Experience team in Brno.

The Red Hat Cloud Services Customer Experience organization is responsible for the strategy, design, and implementation of the end-to-end customer experience with Red Hat Managed Cloud Services. Our Cloud Services team provides world-class support service to Red Hat customers and partners around the globe for our many Platform as a Service (PaaS) and Software as a Service (Saas) offerings. We are a global team and strive to cultivate a transparent environment that makes room for different voices. We learn from our failures in a blameless environment to support the team's continuous improvement. This position is a great opportunity to join one of the fastest-growing enterprise software and services companies and the leader in open source software.

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.

In this role, you will collaborate with our customers, internal teams, architects, and Site Reliability Engineering 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 customer Multi-Cloud issues. 

Also, you will have the chance to work with AI platforms, including Openshift AI.  

What you will do

• Commit to providing exceptional customer experience by using professional communication and applying product knowledge and deep troubleshooting to perform direct actions in cluster environments to resolve various issues.
• Contribute to global initiatives and projects to constantly reduce customer effort, improve tooling, and design and write automation software to improve efficiency.
• Act as the direct contact and adviser for customer inquiries and issues with their Cloud Services through our Customer Portal, conference call, and remote access.
• Proactively analyze cluster status Identify single points of failure and other high-risk architecture issues; propose and implement more resilient resolutions.
• Record customer interactions including investigation, troubleshooting, and resolution of issues, to document diagnostic steps and issue resolution to create reusable solutions for future incidents.
• Partner with internal teams and external parties to deliver seamless infrastructure support for Red Hat’s Cloud Services 
• Manage incident and issue workloads to ensure that all customer issues are handled and resolved in a timely manner.
• Be available to perform weekend shift duties on a rotational schedule.

What you will bring

• Familiarity with Infrastructure Implementation, Deployment, Administration, and Production Support of container technologies and orchestration platforms (cri-o, Kubernetes, xKS, Docker, OpenShift Container Platform).
• Experience with developer workflows, Continuous Integration (Jenkins) and Continuous Deployments paradigms.
• Excellent communication and interpersonal skills with sharing technical knowledge in a helpful and timely fashion. 
• Ability to work as part of an agile team to actively communicate status and complete deliverables on schedule with a strong sense of initiative and ownership.

Nice to have

• Tools surrounding the Kubernetes ecosystem such as Prometheus, Grafana, FluentD, etc. 
• Configuration management tools ( Ansible, Terraform, etc.) and monitoring and automation tools (Ansible, Splunk, etc.) 
• Scripting and automation skills to convert manual and maintenance functions into fully orchestrated automation is a plus.

#LI-MP1

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.

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