About the job
The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer with a background in Platform-as-a-Service (PaaS) technologies to join us remotely in North America (NA). As a member of Red Hat's IBM Cloud Pak OpenShift support engineering team, you will provide high-level technical support and sustaining engineering services to help maximize uptime and reduce IT costs for enterprise customers. In this role, you'll use customer support systems and tools from both companies to troubleshoot and resolve cases quickly and efficiently and partner closely with customers, developers, architects, and operations teams to solve complex and challenging issues. This is a great opportunity to join one of the fastest-growing enterprise software and services companies and work alongside some of the brightest engineers in open source software. The work location will be flexible, however, engineers residing within the Mountain or Pacific time zones are preferred.
What you will do

• Serve as the direct contact and adviser for IBM customer inquiries about the Red Hat OpenShift Container Platform handed over from IBM product support teams
• Use both IBM and Red Hat ticketing systems and support tools to directly assist customers
• Analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers
• Collaborate with support engineers, technical account managers, and other internal teams and external parties during the problem resolution process
• Deliver exceptional customer experience by troubleshooting a variety of issues and recommending solutions in a professional and courteous manner
• Document diagnostic steps and create reusable solutions for future incidents
• Perform weekend and holiday shift duties on a rotational schedule when needed

What you will bring

• 2+ years of experience working as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service
• 3+ years of experience working with Linux or Unix operating systems, including system installation, configuration, and maintenance; Red Hat Certified Engineer (RHCE) qualification is a big plus
• Familiarity with technologies like Red Hat OpenShift Container Platform, Kubernetes, containers, IT automation, and cloud management
• Experience working with hosted applications or large-scale application deployments
• Good understanding of Linux tools with an emphasis on cURL, Git, Strace, and Wireshark
• Solid troubleshooting skills and a passion for problem solving and investigation
• Outstanding communication skills in English with the ability to communicate courteously and effectively with customers, colleagues, and third party vendors
• Ability to handle multiple priorities and work under pressure
• Commitment to providing the best experience possible for Red Hat's customers

The following are considered a plus:

• Bachelor's degree in a technical field, preferably engineering or computer science
• Experience with technologies like Open vSwitch, JBoss, Apache Tomcat, Go, Angular.js, Node.js, Ruby, Python web frameworks, and .NET framework
• Experience with source code management tools
• Knowledge of technical support systems and tools
• Familiarity with Red Hat's solutions portfolio and open source software development
• Participation in open source projects, including patches submitted for upstream inclusion

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.