Senior Technical Support Engineer

The Red Hat Center of Excellence (COC) team is looking for a Senior Technical Support Engineer with a background in Platform-as-a-Service (PaaS) technologies to join us remotely in the United States. As a member of Red Hat's IBM Cloud Pak OpenShift support engineering team, you will provide high-level technical support and sustaining engineering services to help maximize uptime and reduce IT costs for enterprise customers. In this role, you'll use customer support systems and tools from both companies to troubleshoot and resolve cases quickly and efficiently and partner closely with customers, developers, architects, and operations teams to solve complex and challenging issues. This is an excellent opportunity to join one of the fastest-growing enterprise software and services companies and work alongside some of the brightest engineers in open-source software.

What you will do:

• Serve as the direct support for IBM customer inquiries about the Red Hat OpenShift Container Platform handed over from IBM product support teams.

• Use IBM and Red Hat ticketing systems and support tools to assist customers directly.

• Analyze issues to identify problems and communicate corrective actions and resolutions to customers.

• Collaborate with support engineers, technical account managers, internal teams, and external parties during problem resolution.

• Deliver exceptional customer experience by troubleshooting various issues and recommending solutions professionally and courteously.

• Document diagnostic steps and create reusable solutions for future incidents

• Perform weekend and holiday shift duties on a rotational schedule when needed.

What you will bring:

• 2+ years of experience working as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service

• 3+ years of experience working with Linux or Unix operating systems, including system installation, configuration, and maintenance; Red Hat Certified Engineer (RHCE) qualification is a big plus

• Familiarity with technologies like Red Hat OpenShift Container Platform, Kubernetes, containers, IT automation, and cloud management

• Experience working with hosted applications or large-scale application deployments

• Good understanding of Linux tools with an emphasis on cURL, Git, Strace, and Wireshark

• Solid troubleshooting skills and a passion for problem-solving and investigation

• Outstanding communication skills in English with the ability to communicate courteously and effectively with customers, colleagues, and third-party vendors

• Ability to handle multiple priorities and work under pressure

• Commitment to providing the best experience possible for Red Hat’s customers

The following are considered a plus:

• Bachelor's degree in a technical field, preferably engineering or computer science

• Experience with technologies like Open vSwitch, JBoss, Apache Tomcat, Go, Angular.js, Node.js, Ruby, Python web frameworks, and .NET framework

• Experience with source code management tools

• Knowledge of technical support systems and tools

• Familiarity with Red Hat’s solutions portfolio and open-source software development

• Participation in open-source projects, including patches submitted for upstream inclusion

#LI-FV1 #LI-REMOTE

The salary range for this position is $88,830.00 - $142,140.00. Actual offer will be based on your qualifications.

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience. 

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 requirement