The Red Hat Center of Excellence (COC) team is looking for a Technical Support Engineer with a background in Platform-as-a-Service (PaaS) technologies to join us remotely in 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 an excellent 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.

What you will do:

Serve as the direct support for IBM customer inquiries about the Red Hat OpenShift Container Platform handed over from IBM product support teams.

Use IBM and Red Hat ticketing systems and support tools to assist customers directly.

Analyze issues to identify problems and communicate corrective actions and resolutions to customers.

Collaborate with support engineers, technical account managers, internal teams, and external parties during problem resolution.

Deliver exceptional customer experience by troubleshooting various issues and recommending solutions professionally and courteously.

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

The salary range for this position is $34.66 - $55.43. Actual offer will be based on your qualifications.

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience.

About Red Hat

Red Hat (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/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.

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.

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.

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.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application-assistance@redhat.com . General inquiries, such as those regarding the status of a job application, will not receive a reply.