**About the job:**
Red Hat is seeking a strong Openshift/Kubernetes engineering resource to join its worldwide support organization. Come join one of the fastest growing enterprise software and services companies and the leader of open source software. This opportunity is a tremendous chance to become part of a fast-paced, leading edge company that is changing the way software is developed, sold and supported.
Red Hat's Global Support Services organization is dedicated to resolving the issues of our enterprise customers quickly and effectively. The Global Support Engineering Group provides high-level technical support and sustaining engineering services designed to maximize up-time and reduce IT costs.
Our Software Maintenance Engineers maintain close working relationships with our customer's top developers and architects and assist our front-line support engineers with the most complex and challenging issues. Daily contact with our R&D team allows one to regularly work alongside some of the best open source developers on the planet.
**What will you do?**
+ Deliver an exceptional customer experience by using professional communication, applying existing knowledge and deep troubleshooting to resolve a variety of issues
+ Quickly be able to analyze issues to identify problem areas and effectively
+ Partner with the Red Hat OpenShift Container Platform developer communities, Engineering teams, and partner teams to resolve technical issues
+ Analyze current customer reported defects and work with Engineering to identify and develop patches that resolve issues
+ Work closely with and assist technical support engineers and other internal teams
+ Act as the direct contact and adviser for customer inquiries about Red Hat’s products through our Customer Portal, as well as by phone, using remote access tools and different partner channels.
+ Demonstrate considerable judgment in selecting methods and techniques to obtain solutions
+ Proficient at applying deep technical troubleshooting using tools like curl, strace, wireshark, and kernel crash analysis, to investigate and resolve technical issues with technologies such as CRI-O, networking, system performance issues, Kubernetes, OpenShift Container Platform, and RESTful API calls.
+ Record customer interactions including investigation, troubleshooting, and resolution of issues, to help document diagnostic steps and issue resolution to create reusable solutions for future incidents within the Knowledge Base
+ Assist technical support engineers in the development of comprehensive and reusable self-service solutions for future incidents
+ Manage incident and issue workloads, to ensure that all customer issues are handled and resolved in a timely manner
+ Strong work ethic, able to work as part of a team and focus on customers and fixing their issues
+ Maintain a commitment to providing the best experience possible for Red Hat customers
+ Be available to perform weekend shift duties on a rotational schedule
+ Contribute to regional or global initiatives or projects if needed
**What will you bring?**
+ Experienced at providing Enterprise level technical support to customers consuming PaaS or SaaS technologies.
+ Experienced background with Linux, or Unix operating systems.
+ Strong proficiency with Linux troubleshooting tools such as curl, strace, wireshark, and crash analysis
+ Experience working with hosted platform environments, managed application services, or large scale application deployments.
+ Prior experience with Azure, CRI-O, Kubernetes and openvswitch, are highly valued
+ Experience with developer workflows, Continuous Integration (Jenkins) and Continuous Deployments paradigms
+ Developer experience with programming languages such as Go, Python (web frameworks), .NET and C are highly valued as well as demonstrated experience writing patches and submitting git pull requests.
+ Comfortable with logging issues and working with issue tracking tools such as Jira
+ Upstream involvement in open source projects (patches submitted for upstream inclusion) is a plus
+ Commitment to providing the best experience possible for Red Hat’s customers
**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.
**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.**
**Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email** **
[email protected]** **. General inquiries, such as those regarding the status of a job application, will not receive a reply.**
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