Technical Support Engineer

About the job

The Red Hat Customer Experience and Engagement (CEE) is looking for a Technical Support Engineer to join our Australia team to support our API Management products. In this role, you will collaborate with our engineering team, customers' top developers, and architects, understanding, troubleshooting, and guiding complex and important issues to resolution. You'll provide high-level technical support and sustaining engineering services designed to maximize uptime and reduce IT costs. You will maintain close working relationships with our customers and assist other engineers with complex and challenging issues. This position is a phenomenal opportunity to join one of the fastest-growing enterprise software companies and work with the latest and hottest technologies.

What you will do

• Provide a high, detailed level of technical assistance to ensure that our customers get the most out of our API Management products.
• Use available tools to investigate and fix technical issues; and resolve complex customer problems. Training will be provided.
• Record customer interactions to include investigation, troubleshooting, and the resolution of issues
• Engage and collaborate with Red Hat development, engineering, and site reliability teams, and assist production support engineers, technical account managers and Consultants with product queries.
• Share your knowledge gained from solving issues by contributing to the global Red Hat knowledge management system
• Maintain dedication to providing the best experience for Red Hat customers
• Manage workload to ensure that all customer issues are timely handled and guided to resolution
• Assist in the development of comprehensive and reusable self-service solutions for future incidents

What you will bring

• Experience in API Management; Experience of application development with experience in Webservices(HTTP, REST/SOAP), Spring Boot, Microservices, Javascript, web technologies, proxies, authentication, and security
• Knowledge and understanding of application server technologies like Red Hat Application Services/JBoss, IBM WebSphere, or Oracle WebLogic
• Experience that includes MySQL, PostgreSQL, or Oracle DB
• Experience with Docker and Kubernetes or Red Hat OpenShift
• Experience working as part of a team, using analytical & problem-solving skills
• Knowledge of Git and use of continuous integration and Continuous Development (CI/CD)
• Ability to figure out system functionality by looking at code
• Knowledge of working with at least one Cloud provider like AWS, Azure or GCP
• Ability to quickly learn new technologies and follow industry best practices.
• Experience working with Linux, or UNIX operating systems in an enterprise environment.

The following are considered a plus:

• Experience working on API / 3Scale etc
• Knowledge of using Kubernetes, and Red Hat Openshift will be an added advantage.
• Having a prior developer experience with at least one of the languages like Go, Python or Java will be an added advantage.
• Experience with application server technologies like Red Hat JBoss, WebSphere/WebLogic is desirable
• Upstream involvement in open-source projects would be an advantage.
• Ability to quickly learn new technologies and follow industry best practices.