At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
The Red Hat Enterprise Cloud Technologies Support team is looking for a Technical Support Engineer with big data and software-defined storage experience to join us in the U.S. In this role, you will provide high-level technical support and engineering services to telco customers and become an expert on the Red Hat Storage portfolio, including Red Hat Gluster Storage and Red Hat Ceph Storage. You'll perform basic investigation and troubleshooting to resolve difficult issues and partner closely with other support engineers to provide the best possible experience to Red Hat's enterprise customers. Red Hat has offices across the U.S. and Canada and home-based, remote candidates will also be considered. Successful applicants must reside in a state where Red Hat is registered to do business.
Primary job responsibilities
Provide technical support and engineering services to the subscribers of the Red Hat Storage portfolio, including Red Hat Ceph Storage
Diagnose problems, troubleshoot customer issues, and find solutions to these issues
Engage customers by responding to incoming calls and chat and web-based inquiries
Regularly collaborate with in-house support engineers and developers to produce creative solutions and improve customer satisfaction
Record customer interactions like investigation, troubleshooting, and the resolution of issues
Become an expert on the Red Hat's storage portfolio
Share your experience and findings by contributing to the Red Hat knowledge management system
Write and publish blog posts, whitepapers, and knowledge base articles
2+ years of experience as a support or development engineer storage or cloud technologies on Linux, or closely related experience within an enterprise environment
Experience with Linux operating system installation, configuration, upgrade, and maintenance and a good understanding of Linux command line tools
Development-level experience with Python and experience writing patches
Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
Outstanding communication skills in English
Commitment to providing the best experience possible for Red Hat's customers
The following are considered a plus:
Red Hat Certified Engineer (RHCE) or other Linux certification; RHCE must be earned within 120 days of the starting date
Experience with software-defined storage solutions like Red Hat Ceph Storage and Red Hat Gluster Storage
Experience with tcpdump analysis, NFS, CIFS, and containers
Experience with Red Hat OpenStack Platform or Red Hat OpenShift
Upstream involvement in open source projects, including submitting patches upstream, is a plus
Bachelor's degree in a technical field; engineering or computer science is a plus
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, uniformed services, 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.