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 and using remote access tools
Deliver an exceptional customer experience by using professional communication, applying existing knowledge and deep troubleshooting to resolve a variety of issues
Quickly be able to analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner
Collaborate with other support engineers and other internal teams and external parties during the problem resolution process
Document diagnostic steps and create reusable solutions for future incidents
Ability to work as part of a team and focus on customers and fixing their issues
Be available to perform weekend shift duties on a rotational schedule when needed
Contribute to regional or global initiatives or projects if needed

Requirements

Bachelor's degree in a technical field; engineering or computer science is preferred
3+ years of experience as a support or development engineer for a Platform as a Service Provider or Hosting Service.
5+ years of experience working with Linux, or Unix operating systems.
Experience working with hosted applications, or large scale application deployments.
Experience with Kubernetes, containers, openvswitch, JBoss, Tomcat, Go, Angular.js (web frameworks), Python (web frameworks), .NET and RESTful APIs.
Good understanding of Linux tools, with an emphasis on curl, strace, wireshark and using git
Ability to communicate courteously and effectively with customers, third party vendors and Red Hat associates
Strong troubleshooting skills and a passion for problem solving and investigation
Ability to multitask, prioritise and work under pressure
Knowledge of support systems and tools considered an advantage
Familiarity with technologies like Red Hat OpenShift Container Platform, containers, and Ansible cloud management
Upstream involvement in open source projects (patches submitted for upstream inclusion) is a plus
Excellent reading and writing skills in English; fluent English language skills are preferred
Red Hat Certified Engineer - Preferred

Benefits

Comprehensive medical, dental, and vision coverage
Flexible Spending Account - healthcare and dependent care
Health Savings Account - high deductible medical plan
Retirement 401(k) with employer match
Paid time off and holidays
Paid parental leave plans for all new parents
Leave benefits including disability, paid family medical leave, and paid military leave
Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

LinuxUnixKubernetescontainersopenvswitchJBossTomcatGoAngular.jsPython

Soft Skills

professional communicationtroubleshootingproblem solvingmultitaskingprioritizationworking under pressureteam collaborationcustomer focuseffective communicationdocumentation

Certifications

Bachelor's degreeRed Hat Certified Engineer