Senior Technical Support Engineer

2 months ago

Pune, India Red Hat India Private Limited Full time

About the job

The Red Hat Global Support Services team is seeking a highly-skilled Senior Technical Support Engineer to provide an excellent customer support experience for our enterprise subscription customers. As a STSE, you will be a trusted advisor to enterprise-level customers and partner closely with them and help us continually prove our value to our customers as you troubleshoot and resolve their technical issues for the portfolio of Red Hat Hybrid Cloud computing products to meet their business needs both online and over the phone. You will also become an expert in one or more Red Hat products like Red Hat storage technologies, especially Ceph , Gluster and Container Storage . As a Senior Technical Support Engineer, you'll work with key customers both on-site and remotely to build a relationship of trust and confidence between Red Hat and the customer’s engineering, development, and operations teams. You will also become an expert in one or more Red Hat solutions like Red Hat Storage /Container Storage products.

What will you do

Ensure customers can get the maximum value from and easily use our products and subscriptions.

Support customers by responding within the designated SLA to incoming calls as well as chat and web-based inquiries about our technologies.

Investigate and troubleshoot issues, developing solutions for our customers while understanding their business needs.

Exceed customer expectations by providing outstanding customer service.

Collaborate with other engineers and developers to develop creative solutions for our customers, including product fixes.

Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain.

Participate in case review conference calls with customers when needed.

Use tools like ftrace, strace, Wireshark, GDB, and crash to investigate and troubleshoot technical issues 

Work closely with Red Hat engineering and assist production support engineers and technical account managers 

Demonstrate considerable judgment in selecting methods and techniques to obtain solutions 

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 will you bring

Should have 5+ years as a Storage/Linux/Container maintenance/Administration.

Fundamental understanding of the Openshift architecture and administration experience across all working components

Experience with NFS, iSCSI and filesystems.

Experience with docker and other containerization technologies.

Experience with RHEL 7 and 8 administration.

Experience working with scale-out, distributed file systems like Ceph, Gluster 

Good understanding of Linux tools, with an emphasis on SystemTap, ftrace, strace, Wireshark, GDB, and crash

Knowledge or familiarity with Amazon Web Services, VMware vSphere or Azure is a plus

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

Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support

Prior Red Hat product certification, e.g. Red Hat Certified Engineer (RHCE) or other relevant certifications is a significant advantage, as you'll need to be certified within 90 days of your start date

Scripting or programming experience in languages like Bash or Python would be a plus

Proven ability and willingness to learn new open source technologies

Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system

Excellent reading and writing skills in English; fluent English language skills are preferred

Bachelor's degree in a technical field; engineering or computer science is preferred

Upstream involvement in open source projects (patches submitted for upstream inclusion) is a plus 

Commitment to providing the best experience possible for Red Hat customer

About Red Hat
is the world’s leading provider of enterprise software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. 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. Opportunities are open. Join us.

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 . General inquiries, such as those regarding the status of a job application, will not receive a reply.

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