Senior Software Maintenance Engineer- Openshift

Red Hat is the world’s leading provider of enterprise open source software solutions, and they are seeking a Cloud Support Engineer with a strong background in Platform as a Service (PaaS) technologies. In this role, you will provide high-level technical support and sustaining engineering services to enterprise customer accounts, collaborating with customers and internal teams to troubleshoot complex issues.

Responsibilities:

• Act as the direct contact and adviser for customer inquiries about Red Hat OpenShift Container Platform through our Customer Portal as well as by phone and using remote access tools
• Deliver an exceptional customer experience by using professional communication, applying existing knowledge and deep troubleshooting to resolve a variety of issues
• Quickly be able to 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 and other internal teams and external parties during the problem resolution process
• Document diagnostic steps and create reusable solutions for future incidents
• Ability to 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

Requirements:

• Bachelor's degree in a technical field; engineering or computer science is preferred
• 3+ years of experience as a support or development engineer for a Platform as a Service Provider or Hosting Service
• 5+ years of experience working with Linux, or Unix operating systems
• Experience working with hosted applications, or large scale application deployments
• Experience with Kubernetes, containers, openvswitch, JBoss, Tomcat, Go, Angular.js (web frameworks), Python (web frameworks), .NET and RESTful APIs
• Good understanding of Linux tools, with an emphasis on curl, strace, wireshark and using git
• Ability to communicate courteously and effectively with customers, third party vendors and Red Hat associates
• Strong troubleshooting skills and a passion for problem solving and investigation
• Ability to multitask, prioritise and work under pressure
• Knowledge of support systems and tools considered an advantage
• Familiarity with technologies like Red Hat OpenShift Container Platform, containers, and Ansible cloud management
• Excellent reading and writing skills in English; fluent English language skills are preferred
• Commitment to providing the best experience possible for Red Hat customers
• Upstream involvement in open source projects (patches submitted for upstream inclusion) is a plus
• Red Hat Certified Engineer - Preferred