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New Zealand
redhat Looking for Technical Support Engineer at Remote Full Time
About the job
The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer with a solid background in OpenShift or Kubernetes cluster deployment and configuration to join our Cloud Services team in New Zealand. In this role, you will be challenged at applying your skills and knowledge to provide direct support for critical environments and help ensure the stability of services by performing dedicated support activities, engaging in automation activities, issue remediation, and perform root cause analysis (RCA) to maximize up-time and reduce costs for enterprise customers. You will consistently rely on your knowledge of production support, or your background in DevOps processes, including incident, change, and problem management, call triaging, and critical issue resolution procedures.
As a Technical Support Engineer, you will collaborate with our customers, internal teams, architects, and Site Reliability Engineering teams to troubleshoot complex and challenging issues. You’ll partner closely with development engineering teams and work alongside some of the brightest developers in the open source community. You will also work with Red Hat’s key strategic cloud partners to jointly solve customer multi-Cloud issues. This position is a great opportunity to join one of the fastest growing enterprise software and services companies and the leader in open source software.
Red Hat CEE is the customer facing team within Red Hat’s engineering organization. Our Cloud Services team provides high quality support to Red Hat customers and partners around the globe for our many Platform-as-a-Service (PaaS) and Software-as-a-Service (Saas) offerings. Our Cloud Services team is dedicated to resolving issues quickly and efficiently.
What you will do
- Act as the direct contact and adviser for customer inquiries and issues with their Cloud Services through our Customer Portal, phone, remote access, and chat support tools
- Deliver exceptional customer experience by using professional communication, applying product knowledge, and deep troubleshooting to perform direct actions in cluster environments in order to resolve a variety of issues
- Perform technical troubleshooting using tools like cURL, strace, Wireshark, and kernel 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 engineers, internal teams, and external parties during the problem resolution process
- 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
- Work on a staggered 40-hour week that includes weekends
- Contribute to regional or global initiatives improving Red Hat’s workflows, services, and products
What you will bring
- Clear understanding and experience of Kubernetes based solutions like the Red Hat OpenShift Container Platform and the greater Kubernetes ecosystem
- Clear understanding of developer workflows, continuous integration (Jenkins) and continuous deployments paradigms
- Exceptional analytical troubleshooting skills and ability to form precise action plans for issue remediation, as well as explain technical concepts and provide guidance to customers and internal teams
- Ability to work in complex, highly secure, and highly available environments
- Practical knowledge of one or more public cloud providers, like Amazon Web Services (AWS), Microsoft Azure and their integration with enterprise customers; recent Public Cloud certification and experience with hyperscaler services like AWS RDS and Azure Postgres is a plus
- Effective written and verbal communication skills in English; multilingual skills in Korean, Japanese, Chinese, or Spanish is a plus
- Passion for learning and sharing knowledge
- Knowledge and experience of any configuration management, API management, monitoring, and automation tools (Ansible, 3scale, etc.) is a plus
#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.
