Technical Support Engineer

Job Description

Technical Support EngineerPosting Location : Location AU-RemotePosting date 1 day ago(3/1/2022 4:00 AM)Job ID 94333 Workday ID R-022315 About the job Support Delivery (SD) is Red Hats customer facing support team. We provide high quality technical support to Red Hat customers, as well as partner customers, around the globe across many Red Hat product lines.The Red Hat Support Delivery team is looking for a Technical Support Engineer to join us in Australia. In this role, you will be challenged in providing high-level technical support to maximize up-time and reduce costs for enterprise customers. SD is dedicated to resolving issues quickly and efficiently. You will collaborate with our customers, internal teams, and architects to troubleshoot complex and challenging issues. Youll partner closely with development engineering teams and work alongside some of the brightest developers in the open source community. This role is a great opportunity to join one of the fastest growing enterprise software and services companies and the leader in open source software. What you will do
• Act as the direct contact and adviser for customer inquiries about Red Hat OpenShift Container Platform through our Customer Portal as well as by phone, using remote access tools and different partner channels
• Deliver an exceptional customer experience by using professional communication, applying product knowledge, and deep troubleshooting to resolve a variety of issues
• Quickly analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner
• Perform technical troubleshooting using tools like cURL, strace, Wireshark, and kernel crash analysis, to investigate and resolve technical issues with components like CRI-O, networking, system performance issues, Kubernetes, Red Hat OpenShift Container Platform, and RESTful API calls
• Collaborate with other support engineers, internal teams, and external parties during the problem resolution process
• Record customer interactions including investigation, troubleshooting, and resolution of issues, to document diagnostic steps and issue resolution to create reusable solutions for future incidents
• Manage incident and issue workloads, to ensure that all customer issues are handled and resolved in a timely manner
• Be available to perform weekend shift duties on a rotational schedule
• Contribute to regional or global initiatives or projects if needed
What you will bring
• Experience providing enterprise-level technical support; experience providing support to customers consuming Platform-as-a-Service (PaaS) or Software-as-a-Service (SaaS) technologies is a plus
• Experience working with hosted platform environments, managed application services, or large scale application deployments
• Background in Linux or UNIX operating systems
• Proficient with Linux troubleshooting tools like cURL, Wireshark, and crash analysis
• Familiarity with cloud technologies and platforms like Microsoft Azure, Amazon Web Services (AWS), Google Cloud Platform (GCP), containers, and Kubernetes
• Comfortable with logging issues and working with issue tracking tools such as Jira
• Commitment to providing the best experience possible for Red Hat s customers
• Excellent work ethic, ability to work as part of a team, and focus on customers and fixing their issues
The following are a plus:
• Prior experience with CRI-O, Kubernetes, containers, and Open vSwitch
• Familiar with developer workflows, continuous integration (Jenkins), and continuous deployments paradigms
• Scripting or programming experience in Bash, Perl, Python, Java, or Ruby
#LI-REMOTE #LI-VH1 About Red Hat Red Hat is the world s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.OptionsApplyApplyShareSorry the Share function is not working properly at this moment. Please refresh the page and try again later.Share on your newsfeedRed 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 diverse 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 of diversity that compose our global village.Read our complete Statement of Commitment to Diversity, Equity, and InclusionRed 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.Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.,

Keyskills :
operating systemsnetworkingamazon web servicesgoogle cloud platformtechnical supportweb serviceslanopen sourceopen source software