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Openshift Senior Technical Support Engineer

Red Hat - Brisbane Grove, NSW

Source: uWorkin


Job Summary

The Red Hat Customer Experience and Engagement (CEE) team is looking for an OpenShift Senior Technical Support Engineer with a solid background in Platform as a Service (PaaS) technologies to join our IBM Cloud Pak OpenShift team in Brisbane, Australia. In this role, you will work as part of a Support Delivery (SD) team, Red Hat's customer-facing support team which provides high-quality technical support to Red Hat’s customers (subscribers) around the globe across all of Red Hat’s technologies. You’ll work directly with IBM and Red Hat’s support, using systems in both companies to troubleshoot and resolve cases. You will provide high-level technical support and sustaining engineering services to help maximize uptime and reduce IT costs. As an OpenShift Senior Technical Support Engineer, you will help us resolve issues quickly and efficiently. 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. This is a great opportunity to join one of the fastest-growing enterprise software and services companies and the leader in open source software.

Primary Job Responsibilities

  • Serve as the direct point of contact and adviser for IBM customer inquiries about Red Hat OpenShift Container Platform handed over from IBM product support teams
  • Work in both IBM’s and Red Hat’s ticketing systems and support tools to directly assist IBM’s customers while collaborating with other Red Hat’s engineers
  • Deliver an exceptional customer experience by using professional communication, applying existing knowledge and deep 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, internal teams, and external parties during the problem resolution process
  • Document diagnostic steps and create reusable solutions for future incidents
  • 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

Required Skills
  • Bachelor's degree in a technical field; engineering or computer science are a plus
  • 3+ years of experience working as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service
  • 5+ years of experience working with the Linux or Unix operating systems
  • Experience working with hosted applications, or large-scale application deployments
  • Experience with Kubernetes, containers, Open vSwitch, Red Hat Middleware, Apache Tomcat, Go, AngularJS (web frameworks), Python (web frameworks), .NET, and RESTful APIs
  • Familiarity with technologies like Red Hat OpenShift Container Platform, containers, and Red Hat Ansible Automation Platform cloud management
  • Good understanding of Linux tools with an emphasis on cURL, strace, Wireshark, and Git
  • Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat’s associates
  • Solid troubleshooting skills and a 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
  • Commitment to providing the best experience possible for Red Hat’s customers

The Following Are Considered a Plus
  • Red Hat Certified Engineer (RHCE) certification
  • Knowledge of support systems and tools
  • Appreciation and passion for open source software
  • Upstream involvement in open source projects like 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 reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.

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.

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.