Designated Support Engineer

The Red Hat Customer Experience and Engagement (CEE) team is looking for an experienced engineer to join our Solutions Support team in Sao Paulo, Brazil. In this role, you will become an expert in Red Hat’s offerings and technologies, like Red Hat OpenShift, Red Hat Enterprise Linux (RHEL), and Red Hat Ansible Automation Platform. You’ll provide skilful, direct technical support to a very small subset of our customers. You'll work closely with your customer, Red Hat’s Global Support team, Critical Accounts team, and Engineering teams. You will interact with some of Red Hat’s most strategic, critical, and innovative customers. You will be a part of the Red Hat’s unique culture that is enriched with Open Practices in management, decision making, DEI, and associate growth. Red Hat consistently ranks as one of the best workplaces in technology due to our culture and our focus on associate growth, work/life balance, and associate opportunity. You’ll be able to bring innovative solutions to complex problems. You will also have the opportunity to be a part of several Red Hat Recognition programs to connect, recognize, and celebrate success. As a Red Hat engineer, you can collaborate with international teams to improve open source software. 

What you will do:

• Provide high level technical support to your customers through web-based support and phone support

• Meet with your customers on a regular basis to ensure that Red Hat is aligned to the customer’s support priorities

• Work with other Red Hat teams engaged with your customers

• Perform technical diagnostics and troubleshoot customer technical issue to develop solutions for customer issues

• Exceed customer expectations with outstanding communication and customer service

• Consult with and develop relationships with Red Hat engineering teams to guide solutions and improve customer satisfaction

• Share your knowledge by contributing to the global Red Hat Knowledge Management System; present troubleshooting instructions and solutions to other engineers within Red Hat

What you will bring:

• Ability to communicate clearly and effectively with your customer across technical and non technical communications

• Excellent troubleshooting and debugging skills

• A passion for technical investigation and issue resolution

• Linux system administration experience, including system installation, configuration, and maintenance

• Basic knowledge of Linux containers

• Working experience with container-related technologies (Kubernetes, OpenShift, etc.)

• Extensive experience working in a Linux environment

• Proficient written and verbal English communication skills

The following are considered a plus:

• Experience with container orchestration (kubernetes)

• Experience with cloud services such as AWS, Azure, GCP

• Knowledge of Ansible and YAML 

• Linux scripting experience

• Understanding of typical change window/ change controls

• Prior Red Hat Certified Engineer (RHCE) or other Linux certifications; A successful associate in this role is expected to be able to pass the RHCE certification within 90 days

• Experience with AWS (preferred) , GCP, or Azure

• Experience with microservices architecture and concepts including APIs, versioning, monitoring, etc.

 #LI-FV1 #LI-REMOTE

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.

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