About the job
The Red Hat Ansible Support Engineering team is looking for a Senior Technical Support Engineer to join us in the western U.S. In this role, you will help customers resolve technical issues with the deployment and use of the Red Hat Ansible Automation Platform suite of solutions, which includes Red Hat Ansible Tower and Red Hat Ansible Engine. You'll stage simulations in a lab environment to assist with problem identification and the verification of problem resolutions and you'll perform escalation of bugs identified in simulation or reproduction testing for the development and quality engineering (QE) teams. Home-based support engineers in the U.S. Pacific Time Zone will be considered for working remotely. Successful applicants must reside in a country where Red Hat is registered to do business.
What you will do

• Address and resolve customer issues regarding Red Hat Ansible Automation Platform including Tower (controller) and Ansible Engine (core) via the ticketing system
• Investigate and troubleshoot technical issues and provide solutions to problems to customers
• Create and carry out testing strategies to reproduce a wide variety of customer environments regarding issues and bugs found with Red Hat Ansible Tower and Red Hat Ansible Engine
• Work with customers to migrate, upgrade, and maintain Red Hat Ansible Tower
• Contribute regularly to the global Red Hat knowledge management system
• Exceed customer expectations by providing outstanding customer experience
• Regularly collaborate with in-house support engineers and developers to produce creative solutions and improve customer satisfaction

What you will bring

• 4+ years of Linux systems administration experience, including installation methods, networking, firewall, security, clustering, web servers, and databases; experience with Red Hat Enterprise Linux (RHEL) is a plus
• Experience as a technical support or development engineer, preferably within an enterprise environment
• Ability to set up replication scenarios for customer issues and ability to identify patterns and understand the broader context
• Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation
• Experience with enterprise datacenter environments and operations
• Experience with cloud technologies, like Amazon Web Services (AWS), EC2, Red Hat OpenStack Platform, Microsoft Azure, or VMware
• Outstanding written and verbal English communication skills

The following will be considered a plus:

• Experience with Ansible Automation Platform, Tower, or Core
• Scripting or programming experience in languages like Bash, Python, Java, or Ruby
• Experience with open source communities via mailing lists, bug reports, patches, etc.
• Bachelor's degree in computer science, computer engineering, or technology-related discipline

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.