Senior Technical Support Engineer

Role Description

Red Hat is seeking a Senior Technical Support Engineer with a strong background 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 service to Red Hat customers and partners around the globe for our many Platform as a Service (PaaS) and Software as a Service (SaaS) offerings.

• Commitment to providing an exceptional customer experience by using professional communication and applying product knowledge and deep troubleshooting to perform direct actions in cluster environments to resolve various issues.
• Contribute to global initiatives and projects to constantly reduce customer effort, improve tooling, and design and write automation software to improve efficiency.
• Act as the direct contact and advisor for customer inquiries and issues with their Cloud Services through our Customer Portal, conference calls, and remote access.
• Proactively analyze cluster status, identify single points of failure and other high-risk architecture issues; propose and implement more resilient resolutions.
• Record customer interactions including investigation, troubleshooting, and resolution of issues, to document diagnostic steps and issue resolution to create reusable solutions for future incidents.
• Create and maintain knowledge articles aligned with the KCS (Knowledge-Centered Service) methodology.
• Partner with internal teams and external parties to deliver seamless infrastructure support for Red Hat’s Cloud Services.
• Manage incident and issue workloads to ensure that all customer issues are handled and resolved in a timely manner.
• Maintain a strong work ethic, able to work effectively as part of a team, and focus on customers and resolving their issues.
• Be available to perform weekend shift duties on a rotational schedule.

Qualifications

• 5+ years of experience in a customer-facing technical support or solutions engineering role.
• Proven experience in Infrastructure Implementation, Deployment, Administration, and Production Support of container technologies and orchestration platforms (e.g., CRI-O, Kubernetes, xKS, Docker, OpenShift Container Platform).
• Experience with developer workflows, Continuous Integration (e.g., Jenkins), and Continuous Deployment paradigms.
• Exceptional technical, analytical, and troubleshooting skills using tools like curl, strace, oc (kubectl), and Wireshark analysis to investigate and form precise action plans for issue remediation with components such as networking, system performance issues, Kubernetes, OpenShift Container Platform, Service Mesh, and RESTful API calls.
• Experience working with tools surrounding the Kubernetes ecosystem such as Prometheus, Grafana, FluentD, etc.
• Experience working with configuration management tools (e.g., Ansible, Terraform) and monitoring and automation tools (e.g., Ansible, Splunk).
• Proficient scripting and automation skills (e.g., Python, Bash, Go) to convert manual and maintenance functions into fully orchestrated automation is a plus.
• Ability to operate in complex, highly secure, and highly available environments and interact with Site Reliability Engineering (SRE) domain experts maintaining those environments.
• Familiarity with established ITIL practices such as Incident, Change, Problem, and Release Management.
• Excellent English communication skills (written and verbal) and interpersonal skills, with a desire to mentor other members of the support team and share technical knowledge in a helpful and timely fashion.
• Experience logging issues and working with issue tracking tools such as Jira.
• Ability to work effectively as part of an agile team, actively communicate status, and complete deliverables on schedule with a strong sense of initiative and ownership.
• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Ability to work effectively and collaborate within a geographically distributed, global team.

Requirements

• The salary range for this position is $84,400.00 – $134,970.00. Actual offer will be based on your qualifications.
• Pay Transparency: Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity.
• Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity.
• For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience.

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!