Senior Technical Support Engineer

Red Hat; California (MO); Remote; USD 84,000 - 135,000; Full time

Job summary

A leading company in cloud services is seeking a Senior Technical Support Engineer to provide exceptional customer support and resolve technical issues in cluster environments. The role requires expertise in Kubernetes and OpenShift, along with strong troubleshooting skills. This remote position offers a collaborative environment with a focus on customer satisfaction and continuous improvement.

Qualifications

• 5+ years in customer-facing technical support or solutions engineering.
• Experience with container technologies and orchestration platforms.

Responsibilities

• Provide exceptional customer support through troubleshooting and direct actions.
• Document customer interactions and solutions to create knowledge articles.

Skills

Customer Support

Troubleshooting

Communication

Education

Bachelor’s degree

Tools

Kubernetes

OpenShift

Docker

Ansible

Terraform

Prometheus

Grafana

FluentD

Python

Bash

Go

Job description

Join to apply for the Senior Technical Support Engineer role at Red Hat.

Red Hat is seeking a Senior Technical Support Engineer with expertise in OpenShift, Kubernetes, cluster deployment, and configuration to join our Managed Cloud Services Customer Experience team. This is a remote position based in the US.

What You Will Do

• Provide exceptional customer support through professional communication, troubleshooting, and direct actions in cluster environments to resolve issues.
• Contribute to initiatives aimed at reducing customer effort, improving tooling, and automating processes.
• Serve as the primary contact for customer inquiries via our Customer Portal, calls, and remote access.
• Proactively analyze cluster health, identify risks, and implement resilient solutions.
• Document customer interactions and solutions to create reusable knowledge articles.
• Collaborate with internal teams and external partners to support Red Hat’s Cloud Services.
• Manage incident workloads to ensure timely resolution of customer issues.
• Maintain professionalism, teamwork, and customer focus.
• Participate in rotational weekend shifts.

What You Will Bring

• 5+ years in customer-facing technical support or solutions engineering.
• Experience with container technologies and orchestration platforms like Kubernetes, OpenShift, Docker, etc.
• Knowledge of developer workflows, CI/CD tools, and scripting languages such as Python, Bash, or Go.
• Strong troubleshooting skills with tools like curl, strace, oc, Wireshark, etc.
• Experience with monitoring tools like Prometheus, Grafana, FluentD.
• Familiarity with configuration management and automation tools such as Ansible and Terraform.
• Excellent communication skills in English and a desire to mentor others.
• Ability to work effectively in a global, distributed team environment.
• Bachelor’s degree in a related field or equivalent experience.

The salary range for this position is $84,400 - $134,970, based on qualifications.