Senior Technical Support Engineer for OpenShift

Senior Technical Support Engineer for OpenShift

Senior Technical Support Engineer for OpenShift

Apply remote type Remote locations Remote Brazil time type Full time posted on Posted 2 Days Ago job requisition id R-047128

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 Brazil. 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.

What you will do:

1. 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.
2. Deliver an exceptional customer experience by using professional communication skills, applying existing knowledge and deep troubleshooting to resolve a variety of issues.
3. Partner with Red Hat’s strategic cloud partners, like Microsoft, to jointly solve multi-vendor customer issues.
4. Constantly work on your troubleshooting skills and keep up with the latest technology trends.
5. Consult raised issues with our engineers and developers to promote creative solutions and prove customer satisfaction.
6. Contribute to the global Red Hat’s knowledge management system.
7. Cooperate with your colleagues on different projects; be a respected member of the global team.
8. 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.
9. Be available to perform weekend and holiday shift duties on a rotational schedule.
10. Contribute to the open source community and to the code of Red Hat offerings.

What you will bring:

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

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.

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 different 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 that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.