Job Summary

The Red Hat Customer Experience and Engagement group is seeking a Cloud Support Engineer with a strong background in Platform as a Service (PaaS) technologies to join our Enhanced Support for Openshift team. Support Delivery (SD) is Red Hat's customer facing support organization. We provide high quality technical support to Red Hat customers (subscribers) around the globe across all Red Hat product lines.

In this role you will be challenged in providing high-level technical support and sustaining engineering services to dedicated enterprise customer accounts to help maximize up-time and reduce IT costs. Our Support Delivery team is dedicated to resolving issues quickly and efficiently. In this role, you will collaborate 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. You will also work with Red Hat’s key strategic cloud partners to jointly solve multi-vendor customer 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.

What you will do:

• Act as the direct contact and adviser for customer inquiries about Red Hat Open Shift 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

What you will bring:

• 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 Open Shift 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

• Commitment to providing the best experience possible for Red Hat customers

The salary range for this position is $107,980.00 - $172,730.00. 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.

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

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!

Note:

These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.

Inclusion at Red Hat

Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)

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, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application-assistance@redhat.com. General inquiries, such as those regarding the status of a job application, will not receive a reply.