Posted about 5 years ago

At 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 Customer Experience and Engagement (CEE) team is looking for an Enterprise Cloud Support Engineer with a background in Platform-as-a-Service (PaaS) technologies to join our Application Platform Support (APS) team in Denver, CO. In this role, you will provide high-level technical support and sustaining engineering services to maximize uptime and reduce IT costs for enterprise customers, striving to resolve issues quickly and efficiently. You’ll work closely with customers, developers, architects, and operations teams to troubleshoot and solve complex and challenging technical issues. You'll collaborate with engineering teams and work alongside some of the brightest developers in the open source community. As an Enterprise Cloud Support Engineer, you will also partner with key strategic cloud partners to jointly solve multi-vendor customer issues. This is a great opportunity to join one of the fastest-growing enterprise software and services companies and the leader of open source software.

Primary job responsibilities
Serve as a direct point of contact and adviser for customer inquiries about Red Hat OpenShift Container Platform through our customer portal and via phone
Deliver exceptional customer experience by troubleshooting a variety of issues and recommending solutions in a professional and courteous manner
Analyze issues to identify problem areas and effectively communicate corrective actions and timely resolutions to customers
Collaborate with members of the technical support team and external parties during the problem resolution process
Document diagnostic steps and create reusable solutions for future incidents
Be available to perform some weekend and holiday shift duties on a rotational schedule when needed
Required skills
5+ years of experience working with Linux or UNIX operating systems; Linux system installation, configuration, and maintenance experience is a big plus
5+ years of experience as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service
Bachelor's degree in a technical field; engineering or computer science are a plus
Experience working with hosted applications or large-scale application deployments
Familiarity with technologies like Red Hat OpenShift Container Platform, Kubernetes, and Red Hat Ansible Automation cloud management
Good understanding of Linux tools with emphasis on cURL, Git, strace, and Wireshark
Solid troubleshooting skills and passion for problem-solving and investigation
Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat’s associates
Outstanding communications skills in English

The following are considered a plus:
Knowledge of support systems and tools
Familiarity with the Red Hat solutions portfolio and open source software development
Upstream involvement in open source projects, including patches submitted for upstream inclusion
Red Hat Certified Engineer (RHCE) certification
Experience with Open vSwitch, Red Hat Middleware, Apache Tomcat, Node.js, Ruby, and Python web frameworks, and .NET technologies

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