Senior Technical Support Engineer

Red Hat; Colorado; Remote; USD 90,000 - 130,000; Full time

Job summary

A leading company in cloud services is seeking a Senior Technical Support Engineer to join their Managed Cloud Services Customer Experience team. This remote role involves providing exceptional support for Red Hat's cloud offerings, requiring expertise in Kubernetes and OpenShift, strong troubleshooting skills, and a commitment to customer satisfaction. The ideal candidate will have a background in technical support or solutions engineering, with a focus on collaboration and continuous improvement.

Qualifications

• 5+ years in customer-facing technical support or solutions engineering.
• Experience with Kubernetes, OpenShift, Docker, and CI/CD tools.
• Excellent communication skills in English.

Responsibilities

• Provide exceptional customer support through professional communication and troubleshooting.
• Proactively analyze cluster health and implement resilient solutions.
• Document customer interactions and create reusable solutions.

Skills

Troubleshooting

Communication

Collaboration

Customer focus

Scripting

Education

Bachelor’s degree in Computer Science, Engineering, or equivalent experience

Tools

Kubernetes

OpenShift

Docker

Jira

Ansible

Terraform

CI/CD tools

Prometheus

Grafana

Splunk

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 US-based remote position.

The Red Hat Cloud & AI Platforms Services organization is responsible for the strategy, design, and implementation of the end-to-end customer experience with Red Hat Cloud Services and AI Platforms. Our team provides world-class support to Red Hat customers and partners globally for our Platform as a Service (PaaS) and Software as a Service (SaaS) offerings, including Red Hat OpenShift on AWS (ROSA), Azure Red Hat OpenShift (ARO), OpenShift Dedicated on AWS and GCP (OSD), and Red Hat OpenShift AI (RHOAI). We are a global team committed to a transparent, inclusive environment that values diverse voices and continuous improvement.

What You Will Do

• Provide exceptional customer support through professional communication, deep troubleshooting, and direct actions in cluster environments to resolve issues.
• Contribute to initiatives to reduce customer effort, improve tooling, and develop automation software for efficiency.
• Act as the primary contact and advisor for customer inquiries via our Customer Portal, calls, and remote access.
• Proactively analyze cluster health, identify architecture risks, and implement resilient solutions.
• Document customer interactions, troubleshooting steps, and resolutions to create reusable solutions.
• Create and maintain knowledge articles following the KCS methodology.
• Collaborate with internal and external teams to support Red Hat’s Cloud Services.
• Manage incident workloads to ensure timely resolution of customer issues.
• Maintain a strong work ethic, team collaboration, and customer focus.
• Be available for weekend shifts on a rotational basis.

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, CRI-O.
• Knowledge of developer workflows, CI/CD tools like Jenkins.
• Strong troubleshooting skills with tools such as curl, strace, oc, Wireshark.
• Experience with Kubernetes ecosystem tools like Prometheus, Grafana, FluentD.
• Familiarity with configuration management (Ansible, Terraform) and monitoring/automation tools (Splunk).
• Scripting skills in Python, Bash, or Go are a plus.
• Ability to operate in secure, high-availability environments and collaborate with SRE teams.
• Knowledge of ITIL practices.
• Excellent communication skills in English and interpersonal skills.
• Experience with issue tracking tools like Jira.
• Ability to work effectively in an agile team with initiative and ownership.
• Bachelor’s degree in Computer Science, Engineering, or equivalent experience.
• Ability to work within a distributed, global team.