Summary:
The Red Hat Center of Excellence (COC) team is looking for a Technical Support Engineer with a background in Platform-as-a-Service (PaaS) technologies to join us remotely in Colombia. As a member of Red Hat's IBM Cloud Pak OpenShift support engineering team, you will provide high-level technical support and sustaining engineering services to help maximize uptime and reduce IT costs for enterprise customers. In this role, you'll use customer support systems and tools from both companies to troubleshoot and resolve cases quickly and efficiently and partner closely with customers, developers, architects, and operations teams to solve complex and challenging issues. This is an excellent opportunity to join one of the fastest-growing enterprise software and services companies and work alongside some of the brightest engineers in open-source software.
What you will do:
Serve as the direct support for IBM customer inquiries about the Red Hat OpenShift Container Platform handed over from IBM product support teams.
Use IBM and Red Hat ticketing systems and support tools to assist customers directly.
Analyze issues to identify problems and communicate corrective actions and resolutions to customers.
Collaborate with support engineers, technical account managers, internal teams, and external parties during problem resolution.
Deliver exceptional customer experience by troubleshooting various issues and recommending solutions professionally and courteously.
Document diagnostic steps and create reusable solutions for future incidents
Perform weekend and holiday shift duties on a rotational schedule when needed.
What you will bring:
2+ years of experience working as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service
3+ years of experience working with Linux or Unix operating systems, including system installation, configuration, and maintenance; Red Hat Certified Engineer (RHCE) qualification is a big plus
Familiarity with technologies like Red Hat OpenShift Container Platform, Kubernetes, containers, IT automation, and cloud management
Experience working with hosted applications or large-scale application deployments
Good understanding of Linux tools with an emphasis on cURL, Git, Strace, and Wireshark
Solid troubleshooting skills and a passion for problem-solving and investigation
Outstanding communication skills in English with the ability to communicate courteously and effectively with customers, colleagues, and third-party vendors
Ability to handle multiple priorities and work under pressure
Commitment to providing the best experience possible for Red Hat’s customers
The following are considered a plus:
Bachelor's degree in a technical field, preferably engineering or computer science
Experience with technologies like Open vSwitch, JBoss, Apache Tomcat, Go, Angular.js, Node.js, Ruby, Python web frameworks, and .NET framework
Experience with source code management tools
Knowledge of technical support systems and tools
Familiarity with Red Hat’s solutions portfolio and open-source software development
Participation in open-source projects, including patches submitted for upstream inclusion
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.
Diversity, Equity & 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 diverse 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 of diversity 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.