Technical Support Engineer

The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer with a background in Platform-as-a-Service (PaaS) technologies to join our Hybrid Cloud Infrastructure team in the western U.S. In this role, you will provide high-level technical support and sustaining engineering services to maximize uptime and reduce IT costs for enterprise customers using Red Hat OpenShift Container Platform. You’ll work closely with customers, developers, architects, and operations teams to troubleshoot and solve complex technical issues. You'll collaborate with engineering teams and work alongside some of the brightest developers in the open source community. As a Technical Support Engineer, you will also partner with key strategic cloud partners to jointly solve multi-vendor customer issues. This is a great opportunity to join one of the fastest-growing enterprise software and services companies and the leading provider of open source software. Well-qualified, home-based applicants within the U.S. Mountain or Pacific time zones will be considered.

What you will do:

• Serve as a direct point of contact and adviser for customer inquiries about Red Hat OpenShift Container Platform through our customer portal and over the phone

• Deliver exceptional customer experience by troubleshooting a variety of issues and recommending solutions in a professional and courteous manner

• Analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers

• Collaborate with members of the technical support team and external parties during the problem resolution process

• Create documentation on diagnostic steps and solutions for future incidents

• Work some weekend and holiday shift duties on a rotational schedule as needed

What you will bring:

• 3+ years of experience working with Linux or UNIX operating systems; Linux system installation, configuration, and maintenance experience is a big plus

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

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

• Familiarity with technologies like Red Hat OpenShift Container Platform, Kubernetes, and Red Hat Ansible Automation Platform, cloud management

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

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

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

The following are considered a plus:

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

• 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

• Red Hat Certified Engineer certification (RHCE)

• Experience with Open vSwitch, Red Hat Application Services, Apache Tomcat, Node.js, Ruby, Python web frameworks, and .NET Framework technologies

• Experience with networking troubleshooting and diagnostics, including familiarity with packet capture analysis, a firm understanding of IP, TCP, UDP, TLS, load balancing, and routing with regards to software-defined networking, and awareness of components like NetworkPolicy, Operators, Machine Config, x509 certificates, OpenSSL, and TLS Auth

The salary range for this position is $39.84 - $63.76. 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. 

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