Technical Support Engineer

Job Description About The Job The Red Hat Support Engineering group is seeking a Platform as a Service(PaaS) Engineer to help resolve issues for enterprise customers by providing high-level technical support and sustaining engineering services to maximize up-time and reduce IT costs. The Support Engineering group is dedicated to resolving issues quickly and efficiently. In this role, you will collaborate with our customers top developers, architects, devops engineers and system admins and assist our technical support engineers with complex and challenging issues. You'll also partner closely with development engineering teams and work alongside some of the brightest developers in the open source community as well as with Red Hat's key strategic cloud partners such as Microsoft and AWS to jointly solve multi-vendor customer issues. This position is a great opportunity to join one of the fastest growing enterprise software and services companies and the leader of open source software. What you will do - Partner with the OpenShift Container Platform, OpenShift Dedicated, OpenShift Online and OpenShift Origin communities to develop and review patches and test cases - Analyze upstream development against current customer reported defects and develop patches to resolve the issue - Use tools like curl, git, docker, kubernetes, strace, and wireshark to investigate and troubleshoot technical issues - Record customer interactions including investigation, troubleshooting, and resolution of issues - Work closely with Red Hat development engineering, and assist production support engineers and technical account managers - Partner with Red Hat strategic cloud partners such as Microsoft to jointly solve multi-vendor customer issues. - Demonstrate considerable judgment in selecting methods and techniques to obtain solutions - Maintain a commitment to providing the best experience possible for Red Hat customers - Manage your workload to ensure that all customer issues are handled and resolved in a timely manner - Assist in the development of comprehensive and reusable self-service solutions for future incidents What you will bring - Bachelor's degree in a technical field; engineering or computer science is preferred - 3+ years of experience as a support or development engineer for Platform as a Service Provider or Hosting Service. - 3+ years of experience with Linux, or Unix operating systems. - Experience working with hosted applications, or large scale application deployments. - Experience with docker, kubernetes, openvswitch, JBoss, Tomcat, NodeJS, Ruby (web frameworks), Python (web frameworks), Azure and .NET. - Experience with AWS, CloudFoundry is a plus - Experience with developer workflows, Continuous Integration (Jenkins) and Continuous Deployments paradigms. - Good understanding of Linux tools, with an emphasis on curl, git, docker, kubernetes, strace, wireshark. - Linux operating system installation, configuration, upgrade, and maintenance experience is highly preferred - Solid development-level experience with multiple programming languages and experience writing patches or pull requests. - Upstream involvement in open source projects (patches submitted for upstream inclusion) is a plus - Excellent reading and writing skills in English; fluent English language skills are preferred - Commitment to providing the best experience possible for Red Hat customers 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. 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 different 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 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. 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