Posted almost 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.

The Red Hat Customer Experience and Engagement (CEE) team is looking for a Senior Technical Support Engineer with a solid background in Platform-as-a-Service (PaaS) technologies to join our Application Platform Support (APS) team in Brazil. In this role, you will work as part of the Support Delivery (SD) team, which is a customer-facing support team. You’ll help us provide high-quality technical support to Red Hat’s customers (subscribers) around the globe across all Red Hat’s offerings. You will provide high-level technical support and sustaining engineering services to maximize uptime and reduce IT costs for enterprise customers. You’ll strive to resolve issues quickly and efficiently, collaborating with our customers, top developers, architects, and operations 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. As a Senior Technical Support Engineer, you will also work with Red Hat's 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 in open source software.

• Partner with the Red Hat OpenShift Online and OKD communities to develop and review patches and test cases
• Use tools like cURL, Git, Docker, Kubernetes, strace, and Wireshark to investigate and troubleshoot technical issues
• Work large numbers of complex cases
• Record customer interactions, including investigation, troubleshooting, and resolution of issues
• Manage your workload to ensure that all customer issues are handled and resolved in a timely manner
• Work closely with Red Hat's development engineering team and assist production support engineers and technical account managers
• Demonstrate considerable judgment in selecting methods and techniques to obtain solutions
• Maintain a commitment to providing the best experience possible for Red Hat's customers
• Assist in the development of comprehensive and reusable self-service solutions for future incidents

• Bachelor's degree in a technical field; engineering or computer science is a plus
• 3+ years of experience working as a support or development engineer for Platform-as-a-Service (PaaS) provider or hosting service
• 5+ years of experience with Linux or Unix operating systems
• Experience working with hosted applications or large-scale application deployments
• Experience with Docker, Kubernetes, VMware, Open vSwitch, Red Hat Middleware, Apache Tomcat, Node.js, and Ruby and Python web frameworks
• Experience with developer workflows, continuous integration (CI) using Jenkins, and continuous delivery (CD) paradigms
• Good understanding of Linux tools with an emphasis on cURL, Git, Docker, Kubernetes, strace, and Wireshark
• Solid development-level experience with multiple programming languages and experience writing patches or pull requests
• Commitment to providing the best experience possible for Red Hat's customers
• Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat’s associates
• Solid troubleshooting skills and passion for problem-solving and investigation
• Ability to handle multiple priorities and work under pressure
• Excellent reading and writing skills in English; fluent language skills in English are a plus
• Linux operating system installation, configuration, upgrade, and maintenance experience is a big plus
• Knowledge of support systems and tools is a plus
• Upstream involvement in open source projects, like patches submitted for upstream inclusion, is a plus

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

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