Technical Support Engineer

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 Ansible Support team is looking for a Technical Support Engineer to join us in Pune, India. In this role, you will help customers resolve technical issues with the deployment and use of the Red Hat Ansible Automation Platform, which includes Red Hat Ansible Tower, Red Hat Ansible Engine, and Red Hat Ansible Network Automation. You'll stage simulations in a lab environment to assist with problem identification and verification of problem resolution. As a Technical Support Engineer, you'll also escalate bugs identified in simulation or reproduction testing for the development and quality engineering (QE) teams.

Primary job responsibilities

• Address and resolve customer issues regarding Red Hat Ansible Tower, Red Hat Ansible Engine, and Red Hat Ansible Network Automation via the ticketing system
• Investigate and troubleshoot technical issues and provide solutions to problems to customers
• Create and carry out testing strategies to reproduce a wide variety of customer environments regarding issues and bugs found with Red Hat Ansible Tower and Red Hat Ansible Engine
• Work with customers to migrate, upgrade, and maintain Red Hat Ansible Tower
• Contribute regularly to the global Red Hat knowledge management system
• Exceed customer expectations by providing outstanding customer experience
• Regularly collaborate with in-house support engineers and developers to produce creative solutions and improve customer satisfaction

Required skills

• 3+ years of Linux system administration experience, including installation methods, networking, firewall, security, clustering, web servers, and databases; experience with Red Hat Enterprise Linux (RHEL) is a plus
• Experience working as a technical support or development engineer, preferably within an enterprise environment
• Ability to set up replication scenarios for customer issues and identify patterns and understand the broader context
• Advanced troubleshooting and debugging skills; passion for problem solving and investigation
• Experience with enterprise data center environments and operations
• Experience with cloud technologies like Amazon Web Services (AWS), Google Compute Engine (GCE), Red Hat OpenStack Platform, Microsoft Azure, VMware, etc.
• Outstanding written and verbal communication skills in English

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.