Senior Technical Support Engineer

About the job

The Red Hat OpenShift team is looking for an experienced, enterprise-level engineer with a background in OpenShift technologies to join us as a Senior Technical Support Engineer in North America. In this role, you will provide technical support and sustaining engineering services to enterprise customers. Unlike most software companies, we don't sell software licenses or break-fix pay-per-incident support, but subscriptions that include an unlimited number of support incidents, product documentation, security patches and updates, and upgrades to the newest versions of our software. As a Senior Technical Support Engineer you'll work closely with customers, developers, and architects while collaborating with Red Hat engineering teams to solve complex and challenging technical issues. You will help us continually prove our value to our customers while becoming an expert in software-defined storage technologies. Well-qualified, home-based applicants throughout the U.S. and Canada will be considered to work remotely where Red Hat is registered to do business.

What you will do

• Serve as the direct contact and adviser for customer inquiries about Red Hat OpenShift Container Platform as well as working with our Red Hat Ceph Storage and OpenShift Data Foundations teams.
• Deliver an exceptional customer experience by using professional communication skills, applying existing knowledge and deep troubleshooting to resolve a variety of issues;
• Partner with Red Hat's strategic cloud partners, like Microsoft, to jointly solve multi-vendor customer issues;
• Constantly work on your troubleshooting skills and keep up with the latest technology trends
• Consult raised issues with our engineers and developers to promote creative solutions and improve customer satisfaction;
• Contribute to the global Red Hat's knowledge management system;
• Cooperate with your colleagues on different projects; be a respected member of the global team;
• Work with Red Hat's ticketing systems and tools to directly assist Red Hat OpenShift Container Platform (RHOCP), Red Hat Ceph Storage (RHCS), and Red Hat OpenShift Data Foundations (RHODF) customers while collaborating with other Red Hat engineers and teams;
• Be available to perform weekend and holiday shift duties on a rotational schedule;

Contribute to the open source community and to the code of Red Hat offerings.

What you will bring

• Solid troubleshooting skills and passion for problem-solving and investigation;
• Solid Linux experience at a Red Hat Certified System Administrator (RHCSA) or Red Hat Certified Engineer (RHCE) level;
• Excellent system administration skills and experience working in technical support or in customer-facing roles.
• Strong knowledge of containers;
• Knowledge of Kubernetes, Red Hat OpenShift Container Platform, Openshift Container Storage; Openshift Data Foundations and Ansible are all strong pluses.
• Knowledge of Software Defined Storage systems, specifically Ceph is a plus
• Knowledge of Red Hat Openstack Platform is a plus;
• Microsoft Azure knowledge is a plus;
• Experience with other Software Defined Storage products such as Gluster, Nutanix, AOS, etc is a plus;
• Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus;
• Ability to work as part of a team; open-minded and collaborative approach;
• Good communication skills and the ability to listen to customer issues;
• Ability to learn new things with a desire to further grow and enhance your technical and interpersonal skills;
• Excellent verbal and written skills in English.

The salary range for this position is $80,770 to $104,965. Actual offer will be based on your qualifications.

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