Senior Technical Support Engineer

Red Hat; Washington (District of Columbia); Remote; USD 84,000 - 135,000; Full time

Job summary

A leading company in cloud services is seeking a Senior Technical Support Engineer to join their Managed Cloud Services team. This remote position requires expertise in OpenShift and Kubernetes, focusing on customer support and technical troubleshooting. The ideal candidate will have over 5 years of experience and a Bachelor's degree in a related field. Join a collaborative environment that values diversity and innovation.

Benefits

Comprehensive health coverage

401(k)

Paid time off

Parental leave

Inclusive work environment

Qualifications

• 5+ years of experience in customer-facing technical support.
• Experience with container technologies like Kubernetes and OpenShift.
• Strong troubleshooting skills using tools like curl and Wireshark.

Responsibilities

• Provide exceptional customer support through professional communication.
• Analyze cluster health and implement resilient solutions.
• Document interactions and create reusable knowledge articles.

Skills

Customer-facing technical support

Troubleshooting

Container technologies

CI/CD tools

Scripting languages

Communication skills

Education

Bachelor's degree in Computer Science

Tools

Kubernetes

OpenShift

Docker

curl

oc

Wireshark

Prometheus

Grafana

Job description

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Job Overview

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.

About the Organization

The Red Hat Cloud & AI Platforms Services organization handles the strategy, design, and implementation of customer experiences with Red Hat Cloud Services and AI Platforms. We support Red Hat OpenShift on AWS (ROSA), Azure Red Hat OpenShift (ARO), OpenShift Dedicated on AWS and GCP (OSD), and Red Hat OpenShift AI (RHOAI). Our global team fosters a transparent, inclusive environment focused on continuous improvement and innovation.

Responsibilities

1. Provide exceptional customer support through professional communication, deep troubleshooting, and direct actions in cluster environments.
2. Contribute to initiatives to reduce customer effort and improve tooling via automation.
3. Serve as the primary contact for customer inquiries via various channels.
4. Analyze cluster health, identify vulnerabilities, and implement resilient solutions.
5. Document interactions and solutions, creating reusable knowledge articles.
6. Collaborate with internal and external teams to ensure seamless support.
7. Manage incident workloads to ensure timely resolution.
8. Work effectively within a team, focusing on customer satisfaction.
9. Participate in rotational weekend shifts.

Qualifications

1. 5+ years of experience in customer-facing technical support or solutions engineering.
2. Experience with container technologies (e.g., Kubernetes, OpenShift, Docker).
3. Knowledge of developer workflows, CI/CD tools, and automation.
4. Strong troubleshooting skills using tools like curl, oc, Wireshark.
5. Experience with Kubernetes ecosystem tools like Prometheus, Grafana.
6. Proficiency in scripting languages such as Python, Bash, or Go.
7. Understanding of ITIL practices.
8. Excellent communication skills in English.
9. Bachelor's degree in Computer Science, Engineering, or related field, or equivalent experience.

Additional Information

Salary range: $84,400 - $134,970, based on experience and qualifications.

Benefits & Culture

• Comprehensive health coverage, 401(k), paid time off, parental leave, and more.
• Inclusive, transparent, and collaborative work environment.
• Equal opportunity employer committed to diversity and inclusion.