Job summary
The Red Hat Support Delivery (SD) team is looking for a Managed Cloud Services Support Engineer with a solid background in Platform-as-a-Service (PaaS) and Software-as-a-Service (SaaS) technologies to join our Hybrid Cloud Infrastructure (HCI) team in the Western United States. In this role, you will work as part of a Red Hat's customer-facing support team that provides high-quality technical support to enterprise and partner customers across the globe across all Red Hat's offerings. You will provide high-level technical support to maximize uptime and reduce costs for enterprise customers, while being dedicated to resolving issues quickly and efficiently. As a Managed Cloud Services Support Engineer, you will collaborate with customers, internal teams, architects, and site reliability engineering (SRE) teams to troubleshoot complex and challenging issues. You'll partner closely with development engineering teams and work alongside some of the brightest developers in the open source community. You will also work with Red Hat's key strategic cloud partners to jointly solve customer multi-cloud issues. 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. Well-qualified, home-based applicants within the U.S. Mountain or Pacific time zones will be considered.
Primary job responsibilities

• Serve as the direct point of contact and adviser for customer inquiries about Red Hat OpenShift Container Platform via the Red Hat Customer Portal, by phone, using remote access tools, or via various partner channels
• Deliver an exceptional customer experience by using professional communication, applying existing knowledge and deep troubleshooting to resolve a variety of issues
• Quickly 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, internal teams, and external parties during the problem resolution process
• Document diagnostic steps and create reusable solutions for future incidents
• Be available to perform weekend shift duties on a rotational schedule when needed
• Contribute to regional or global initiatives or projects

Required skills

• 2-4 years of experience providing enterprise technical support to customers consuming Platform-as-a-Service (PaaS) or Software-as-a-Service (Saas) technologies
• 3+ years of demonstrated experience with Linux or Unix operating systems
• Experience working with hosted environments, managed services, or large-scale application deployments
• Understanding of cri-o, Kubernetes, Open vSwitch, Red Hat Application Services technologies, Go, Angular.js and Python web frameworks, and .NET
• Experience with developer workflows, continuous integration (CI) tools like Jenkins, and the continuous deployment (CD) paradigm
• Good understanding of Linux tools with an emphasis on cURL, kernel crash analysis, strace, and Wireshark
• Solid understanding of Jira
• Solid work ethic; ability to work as part of a team and focus on customers and fixing their issues
• Familiarity with technologies like Red Hat OpenShift Container Platform, Amazon Web Services (AWS), Microsoft Azure, containers, and other cloud technologies
• Knowledge of the Linux operating system; Red Hat Certified Engineer (RHCE) certificate is a plus
• Experience with source code management tools like Git 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.
Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Account - healthcare and dependent care
• Health Savings Account - high deductible medical plan
• Retirement 401(k) with employer match
• Paid time off and holidays
• Paid parental leave plans for all new parents
• Leave benefits including disability, paid family medical leave, and paid military leave
• Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.
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.