Senior Technical Support Engineer

Red Hat; Idaho; Remote; USD 84,000 - 135,000; Full time

Job summary

A leading enterprise software company is seeking a Senior Technical Support Engineer to provide exceptional support for cloud services. The role involves troubleshooting, customer interaction, and collaboration with global teams. Ideal candidates will have extensive experience in container technologies and excellent communication skills.

Qualifications

• 5+ years of experience in customer-facing technical support.
• Scripting skills in Python, Bash, or Go for automation.

Responsibilities

• Provide exceptional customer service through professional communication.
• Analyze cluster health proactively and implement resilient solutions.
• Document customer interactions and create reusable solutions.

Skills

Customer Service

Troubleshooting

Communication

Collaboration

Education

Bachelor's degree in Computer Science

Tools

Kubernetes

OpenShift

Docker

Ansible

Terraform

Jira

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 encourages learning from failures and continuous improvement. This position offers an excellent opportunity to join a leading enterprise software and services company and a leader in open source software.

What You Will Do

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

What You Will Bring

• 5+ years of experience in customer-facing technical support or solutions engineering.
• Experience with container technologies and orchestration platforms such as Kubernetes, OpenShift, Docker, CRI-O, xKS.
• Knowledge of developer workflows, CI/CD tools like Jenkins, and automation practices.
• Strong troubleshooting skills with tools like curl, strace, oc, Wireshark, and experience with networking, system performance, and REST APIs.
• Familiarity with Kubernetes ecosystem tools such as Prometheus, Grafana, FluentD.
• Experience with configuration management and monitoring tools like Ansible, Terraform, Splunk.
• Scripting skills in Python, Bash, or Go for automation.
• Ability to operate in secure, high-availability environments and collaborate with SRE teams.
• Knowledge of ITIL practices related to incident, change, problem, and release management.
• Excellent communication skills in English, both written and verbal, and a desire to mentor others.
• Experience with issue tracking tools like Jira.
• Ability to work effectively in an Agile environment with a proactive approach.
• Bachelor's degree in Computer Science, Engineering, or related field, or equivalent experience.
• Ability to collaborate within a distributed, global team.

The salary range for this position is $84,400 - $134,970, based on qualifications. The role may be eligible for additional compensation such as bonuses or equity, depending on location and experience.