Senior Technical Support Engineer

Job Description

Senior Technical Support EngineerLocation PunePosting date 1 day ago(6/11/2021 10:23 AM)Job ID 87106 Job summary The Red Hat Global Support Services team is looking for a highly-skilled Senior Technical Support Engineer to join us in Pune, India. In this role, you will provide an excellent customer support experience for our enterprise subscription customers. You will be a trusted advisor to enterprise-level customers and partner closely with them and help us continually prove our value to our customers as you troubleshoot and resolve their technical issues for the portfolio of Red Hat Hybrid Cloud Computing offerings to meet their business needs online and over the phone. You will also become an expert in one or more Red Hat products like Red Hat storage technologies, especially Ceph, Gluster, and Container Storage. As a Senior Technical Support Engineer, youll work with key customers on-site and remotely to build a relationship of trust and confidence between Red Hat and the customers engineering, development, and operations teams. You will also become an expert in one or more Red Hat solutions like Red Hat Storage and Container Storage products. Primary job responsibilities

• Ensure customers can get the maximum value from and easily use our products and subscriptions
• Support customers by responding within the designated SLA to incoming calls as well as chat and web-based inquiries about our technologies
• Investigate and troubleshoot issues, developing solutions for our customers while understanding their business needs
• Exceed customer expectations by providing outstanding customer service
• Collaborate with other engineers and developers to develop creative solutions for our customers, including product fixes
• Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
• Participate in case review conference calls with customers when needed
• Use tools like ftrace, strace, Wireshark, GDB, and crash to investigate and troubleshoot technical issues
• Work closely with Red Hat engineering and assist production support engineers and technical account managers
• Demonstrate considerable judgment in selecting methods and techniques to obtain solutions
• Manage your workload to ensure that all customer issues are handled and resolved in a timely manner
• Assist in the development of comprehensive and reusable self-service solutions for future incidents

Required skills

• 5+ years of experience in storage, Linux, or container maintenance and administration
• Fundamental understanding of the OpenShift architecture and administration experience across all working components
• Experience with NFS, Samba, iSCSI, and filesystems
• Experience with docker and other containerization technologies
• Experience with Red Hat Enterprise Linux (RHEL) 7 and 8 administration.
• Experience working with scale-out, distributed file systems like Ceph, Gluster, or Nutanix
• Good understanding of Linux tools, with an emphasis on SystemTap, ftrace, strace, Wireshark, GDB, and crash
• Knowledge or familiarity with Amazon Web Services (AWS); VMware vSphere or Azure is a plus
• Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation
• Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support
• Proven ability and willingness to learn new open source technologies
• Excellent reading and writing skills in English; fluent English language skills are a plus
• Bachelors degree in a technical field; engineering or computer science is a plus
• Commitment to providing the best experience possible for Red Hat customer
• Prior Red Hat product certification, e.g., Red Hat Certified Engineer (RHCE) or other relevant certifications is a a big plus as youll need to be certified within 90 days of your start date
• Scripting or programming experience in languages like Bash, C, or Python is a plus
• Upstream involvement in open source projects (patches submitted for upstream inclusion) is a plus

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, 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.OptionsApplyApplyShareSorry the Share function is not working properly at this moment. Please refresh the page and try again later.Share on your newsfeed,

Keyskills :
windowsoperating systemstroubleshootingtechnical supportred hat certified engineernetworkingred hat enterprise linuxopen source softwarered hat certified engineer rhce