Senior Technical Support Engineer

About the Job:

The Red Hat Customer Experience and Engagement (CEE) team is looking for a Senior Technical Support Engineer to join us. In this role, you will work as part of a team of application platform and runtimes support engineers supporting our Middleware enterprise solutions portfolio. You'll provide technical assistance to ensure that our customers get the most out of our application platform and runtimes support solutions. As a Senior Technical Support Engineer, you'll become a trusted partner to our enterprise customers by offering personal assistance for Red Hat's open source middleware application platforms and runtimes software offerings.

What will you do:

• Own the resolution of customer issues from initial contact through complete customer satisfaction

• Demonstrated efficient problem solving techniques and resolve complex, critical and sensitive support issues.

• Work with customer employees and consultants, including business managers, project managers, software engineers, security analysts, data center engineers, and customer NOC

• Strong customer service skills

• Create Knowledge Base Articles / Technical Notes

• Engage and collaborate with open source developers around the world.

• Act as the technical point of expertise for a technology of your choosing within the Red Hat's JBoss middleware application platforms and runtimes offering.

• Advocate customer requests and offer innovative ideas to improve product quality.

• Manage assigned product(s), and component(s) by prioritizing open issues for Development.

• Availability to occasionally be on call after hours and on weekends.

What will you bring:

• Candidate should have Production Support Experience.

• Hands on experience on Middleware products and solutions like - Red Hat JBoss EAP 6.x, 7.x or 8.x, OpenJDK 11.x+ and 21.x+, JBoss Web Server 5.x or 6.x, Apache httpd 2.2.x/2.4.x and Tomcat 5.x/6.x/7.x./8.x

• Exposure on Apache httpd as reverse proxy and certificates generation for SSL configuration.

• Good Knowledge on Cluster, Failover and Load-balancing modules like mod_proxy, mod_jk with ISAPI redirector with IIS Webserver.

• Exposure of Application Server like- Wildfly/WebSphere/WebLogic, Apache Geronimo, Glassfish

• Exposure of Webservers like Apache httpd, Oracle iplanet ,Oracle http server, IBM http server, NGINX

• Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation.

• Knowledge on HTTP 1.0/1.1 protocol and HTTP methods, HTTP error codes and understanding of TCP protocol

• Hands on experience with the Linux / Unix operating systems(RHEL, SUSE, Oracle) , Kubernetes or OpenShift Container Platform or AWS or GCP, and/or any Red Hat /Suse/Oracle Linux Certification would be added advantage.

• Experience in core Java, JEE programming skills.

The following are considered as a plus :

• Having knowledge on mod_cluster and other modules of httpd would be added advantages like mod_rewrite, mod_header, mod_ssl, mod_nss and mod_php

• Fundamental understanding SSL/TLS Encryption and SSLv2/v3, TLSv1/v1.1/v1.2 protocol.

• Having understanding of tcp dump analysis would be added advantages.

• Having hands on experience troubleshooting performance issues for Webservers, Application Servers, JVM would be added advantage.

• Debugging skills with Garbage Collection logs, Heap Dump, Thread Dumps, pcap, RHEL sos report, OpenShift mustgather analysis would give an extra edge.

• Having C,C++ programming skills would be added advantages.

• Having PHP programming skills would be added advantages.

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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.

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