Senior Technical Support Engineer

About the job

The Middleware Support Delivery team is seeking an NGINX/HTTP expert with customer service skills to join our team of middleware engineers supporting the Red Hat 3scale API Management in North America. This engineer will provide support for our enterprise subscription customers with functional expertise and strong industry experience.

 

As a Senior Technical Support Engineer, you will provide an important level of technical assistance to ensure that our highly-valued customers get the most out of the product and you will become an expert in Red Hat’s technologies, including products such as Red Hat 3scale API Management and Red Hat OpenShift.

 

In this role, you will use your skills and passion for performing investigation and troubleshooting to resolve customer issues. This is a great opportunity to become part of an open source organization where we believe in giving our associates the right platform, tools and freedom to work on source code and contribute to it.

What you will do

• Own the resolution of customer issues from initial contact to complete customer satisfaction

• Analyze and reproduce problems, troubleshoot and quickly learn new technologies and customer environments

• Use efficient problem-solving techniques and resolve complex, critical and sensitive support issues

• Be detail oriented, take ownership of issues and have excellent verbal and written communication skills (remote sessions and/or phone calls)

• Provide high-level, detailed technical assistance to ensure that our customers get the most out of our Red Hat Middleware offerings

• Learn new technologies and provide blogs, whitepapers and knowledge base articles pushing technical knowledge out to our customers and the community

• Advocate for customer requests and offer innovative ideas to improve the quality of our offerings

What you will bring

• Bachelor's degree in engineering or computer science or equivalent experience

• 5+ years of professional experience in a technical support, development, engineering or quality assurance organization

• Experience with Linux or Unix operating systems

• Experience with technologies like Docker/Podman, Containers, Kubernetes, and OpenShift

• Experience with NGINX , HTTP, TCP/IP, Swagger, REST APIs

• Knowledgeable in common Internet technologies and protocols (SSL, OAuth, JSON, XML, etc.), understanding the pros and cons of each

• Proven customer support skills

• Outstanding troubleshooting and debugging skills and passion for problem-solving and investigation

• Ability and willingness to learn new open source middleware technologies

• Ability to communicate courteously and effectively with customers, third-party vendors and Red Hat associates

 

The following is considered a plus:

• Experience with Red Hat 3scale API Management and/or Red Hat OpenShift

• Experience debugging source code, patching and product enhancement

• Certifications like Red Hat Certified Specialist in OpenShift and/or Red Hat Certified Specialist in Red Hat 3scale API Management

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