Red Hat is seeking a Senior Technical Support Engineer with a strong background in OpenShift, Kubernetes, cluster deployment and configuration to join our Managed Cloud Services Customer Experience team in Colombia
The Red Hat Cloud & AI Platforms Services organization is responsible for the strategy, design, and implementation of the end-to-end customer experience with Red Hat Cloud Services and AI Platforms. Our team provides world-class support service to Red Hat customers and partners around the globe for our many Platform as a Service (PaaS) and Software as a Service (Saas) offerings. We mainly support Red Hat Openshift on AWS (ROSA), Azure Red Hat Openshift (ARO), Openshift Dedicated on AWS and GCP (OSD), and Red Hat Openshift AI (RHOAI). We are a global team and strive to cultivate a transparent environment that makes room for different voices. We learn from our failures in a blameless environment to support the team's continuous improvement. This position is a great opportunity to join one of the fastest-growing enterprise software and services companies and the leader in open source software.
What you will do:
Commitment to providing exceptional customer experience by using professional communication and applying product knowledge and deep troubleshooting to perform direct actions in cluster environments to resolve various issues.
Contribute to global initiatives and projects to constantly reduce customer effort, improve tooling, and design and write automation software to improve efficiency
Act as the direct contact and adviser for customer inquiries and issues with their Cloud Services through our Customer Portal, conference call, and remote access.
Proactively analyze cluster status Identify single points of failure and other high-risk architecture issues; propose and implement more resilient resolutions.
Record customer interactions including investigation, troubleshooting, and resolution of issues, to document diagnostic steps and issue resolution to create reusable solutions for future incidents.
Create and maintain knowledge articles aligned with the KCS (Knowledge-Centered Service) methodology
Responsible for partnering with internal teams and external parties to deliver seamless infrastructure support for Red Hat’s Cloud Services
Manage incident and issue workloads to ensure that all customer issues are handled and resolved in a timely manner.
Strong work ethic, able to work as part of a team and focus on customers and resolving their issues
Be available to perform weekend shift duties on a rotational schedule.
What you will bring:
5+ Years in a customer facing role
Proven experience in Infrastructure Implementation, Deployment, Administration, and Production Support of container technologies and orchestration platforms (cri-o, Kubernetes, xKS, Docker, OpenShift Container Platform)
Experience with developer workflows, Continuous Integration (Jenkins) and Continuous Deployments paradigms
Exceptional technical, analytical, and troubleshooting skills using tools like curl, strace, oc (kubectl), and Wireshark analysis to investigate and form precise action plans for issue remediation with components such as networking, system performance issues, Kubernetes, OpenShift Container Platform, Service Mesh, and RESTful API calls.
Experience working with tools surrounding the Kubernetes ecosystem such as Prometheus, Grafana, FluentD, etc.
Experience working with configuration management tools (Ansible, Terraform, etc.) and monitoring and automation tools (Ansible, Splunk, etc.)
Proficient scripting and automation skills to convert manual and maintenance functions into fully orchestrated automation is a plus.
Ability to operate in complex, highly secure, and highly available environments and interact with Site Reliability Engineer domain experts maintaining those environments
Adhere to established ITIL practices such as Incident, Change, Problem, and Release Management
Excellent communication and interpersonal skills with a desire to mentor other members of the support team, as well as share technical knowledge in a helpful and timely fashion
Experienced with logging issues and working with issue tracking tools such as Jira.
Ability to work as part of an agile team to actively communicate status and complete deliverables on schedule with a strong sense of initiative and ownership.
Fluent in English and Spanish.
About Red Hat
Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.
Equal Opportunity Policy (EEO)
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.
Last updated: 14 hours ago
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