Enterprise Cloud Support Engineer - Red Hat OpenShift

Job Description

Company Description

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 team is looking for a technical support engineer with a strong background in Platform as a Service (PaaS) technologies to join us as an Enterprise Cloud Support Engineer in Madrid, Spain. In this role, you will provide high-level technical support and sustaining engineering services to maximize uptime and reduce IT costs to dedicated enterprise customer accounts. You’ll work closely with customers, developers, and architects while also collaborating with Red Hat OpenShift engineers to solve complex and challenging technical issues. You'll regularly partner 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 leading provider of open source software.

Primary job responsibilities

• Act as the direct contact and adviser for customer inquiries about Red Hat OpenShift Container Platform through the Red Hat Customer Portal, phone, and by using remote access tools
• Deliver an exceptional customer experience by using professional communication, applying existing knowledge and extensive troubleshooting to resolve a variety of issues
• Quickly 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
• Be available to perform weekend shift duties on a rotational schedule when needed
• Contribute to regional or global initiatives or projects if needed

Required skills

• Bachelor's degree in a technical field; degree in 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 a hosting service
• 5+ years of demonstrated experience with Linux or UNIX operating systems
• Experience working with hosted applications or large scale application deployments
• Experience with containers, Kubernetes, Open vSwitch, JBoss, Apache Tomcat, web frameworks, and RESTful APIs
• Good understanding of Linux tools with an emphasis on cURL, kernel crash analysis, strace, Wireshark, and the use of Git
• Ability to communicate courteously and effectively with customers, third party vendors, and Red Hat’s associates
• Strong troubleshooting skills and a passion for problem solving and investigation
• Ability to multitask, prioritise workloads, and work under pressure
• Development-level experience with programming languages like Go, AngularJS, Python, .NET, and C are a big plus
• Upstream involvement in open source projects including patches submitted for upstream inclusion is a plus
• Knowledge of support systems and tools is a plus
• Red Hat Certified Engineer (RHCE) certification is a plus; certification will be required within 90 days of hire

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