Technical Support Engineer - OpenShift

About the job

The Red Hat Enhanced Solution Support (ESS) team is looking for a Technical Support Engineer to join us in New Zealand. In this role, you will troubleshoot and resolve customer technical issues through a web portal and over the phone to provide production technical support for hybrid cloud solutions, mainly Red Hat OpenShift Container Platform. You will also partner closely with the Engineering team and Red Hat's 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 work alongside some of the most talented engineers in the open source world.

What you will do

• Provide technical support to Red Hat's enterprise customers mainly for Red Hat OpenShift Container or OpenStack platfor, via web portal, phone, and chat
• Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues
• Maintain a commitment to providing a premium experience for Red Hat's customers
• Consult and develop relationships with in house engineers and developers to promote creative solutions and improve customer satisfaction
• Commitment to maintain the Red Hat Service Level Agreement with their Customer.

What you will bring

• Contribute to the global Red Hat knowledge database while working on customer issues
• Bachelor's or higher degree in a technical field, preferably in engineering or computer science
• Excellent written and verbal communication skills in English
• Ability to communicate clearly and concisely to customers with various levels of technical experience
• 2+ years experience with Unix/Linux system administration along with strong networking knowledge.
• Working Experience with any Virtualization or Cloud technology and able to demonstrate that.

The following are considered a plus:

• Experience with Linux operating system installation, configuration, upgrades, and maintenance
• Experience with Red Hat OpenShift / OpenStack installation, configuration, upgrades, and maintenance
• Upstream involvement in open source projects and patches submitted for upstream inclusion
• Experience with Docker, Kubernetes, containers, and Open vSwitch
• Excellent troubleshooting skills; passion for problem-solving and open source technology
• Python or Go programming experience