Senior Technical Support Engineer

Job Description

Company DescriptionAt Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies. Job summary The Red Hat Global Support Services team is looking for an OpenStack focused Senior Technical Support Engineer to join us in Pune, India. In this role, you will provide an excellent customer support experience for our enterprise subscription customers. You will be a trusted adviser to enterprise-level customers, partner closely with them, and help us continually prove our value as you troubleshoot and resolve their technical issues. Youll work with the entire portfolio of Red Hat cloud computing solutions to meet our customers business needs. As a Senior Technical Support Engineer, youll work with key customers both on-site and remotely to build a relationship of trust and confidence between Red Hat and the customers engineering, development, and operations teams. You will also become an expert in one or more Red Hat solutions like Red Hat OpenStack Platform. Primary job responsibilities

• Ensure customers get the maximum value from our solutions and use them easily
• Provide issue resolution to strategic customers over various support channels
• Develop solutions for our customers while understanding their business needs
• Exceed customer expectations by providing outstanding customer service
• Keep our customers updated and ensure they are satisfied with our support
• Collaborate with other engineers to develop creative solutions for our customers
• Share your knowledge in the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
• Manage customer cases and maintain clear and concise case documentation
• Participate case review conference call with customers when needed

• 5+ years of Linux or UNIX system administration experience
• Bachelors degree or higher in computer science or other technical discipline, or equivalent work experience
• Experience in development and deployment with distributed object and block stores within OpenStack environments
• Solid knowledge of OpenStack architecture and administration experience across all working components
• Comprehensive understanding of Linux Kernel subsystems like networking and storage
• Adept at performance analysis and tuning
• Experience in reading code of openstack components and identifying bugs
• Capable of investigating issues around Galera, RabbitMQ, and pacemaker on OpenStack deployments
• Well versed in fast datapath solutions in OpenStack like single-root input/output virtualization (SRIOV), Open vSwitch, DPDK, etc.
• Capable of understanding basic networking protocols used in switches and routers
• Knowledge of Ansible and creating TripleO templates
• Solid experience with storage related OpenStack components, e.g. Cinder, Swift, and Glance
• Good software development life cycle skills, as well as systems and network programming skills
• Ability to read and understand complex multi-threaded kernel and user space code and relate this back to customer issues
• Good understanding of Linux debugging utilities, with an emphasis on SystemTap, ftrace, strace, Wireshark, GDB, and crash
• Experience dealing with scaling issues and distributed design
• Experience with remote file access protocols e.g. NFS, CIFS, or S3
• In-depth knowledge of filesystem standards, including Posix specifications
• Experience with Git, GitHub, and Jenkins
• Excellent analytical and troubleshooting skills
• Solid communication skills and technical leadership
• Intermediate to expert level Python Programming skills
• Upstream involvement in open source projects like patches submitted for upstream inclusion is a plus
• Experience on Red Hat OpenStack Platform Director Deployment tool is a plus
• Working knowledge of traffic generators like trex is a plus

Keyskills :
technical supportnetworkingtroubleshootingoperating systemssoftware development life cyclelinux kernelcloud computingcomputer science