The Red Hat Customer Success Support team is looking for a Cloud Support Engineer with a good background in Platform-as-a-Service (PaaS) technologies to join our Enhanced Support for Red Hat OpenShift team. In this role, you will be challenged to provide high-level technical support and sustaining engineering services to dedicated enterprise customer accounts to help maximize uptime and reduce IT costs. Support Delivery (SD) is Red Hat's customer-facing support team. We provide high-quality technical support to Red Hat customers around the globe across all Red Hat product lines, resolving issues quickly and efficiently. You’ll collaborate with our customers, top developers, architects, and operations teams to troubleshoot complex and challenging issues. You'll partner closely with development engineering teams and work alongside some of the brightest developers in the open-source community. You will also work with Red Hat’s key strategic cloud partners 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 in open-source software.

What will you do:

• Act as the direct contact and adviser for customer inquiries about the Red Hat OpenShift Container Platform through our Customer Portal as well as by phone and using remote access tools

• Deliver an exceptional customer experience by using professional communication, applying existing knowledge, and deep troubleshooting to resolve a variety of issues

• Analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner

• Collaborate with other support engineers and other internal teams and external parties during the problem-resolution process

• Document diagnostic steps and create reusable solutions for future incidents

• Ability to work as part of a team and focus on customers and fixing their issues

• Be available to perform weekend shift duties on a rotational schedule when needed

• Contribute to regional or global initiatives or projects if needed

What will you bring:

• Experience with automation tools or scripting languages like Ansible, Bash, or Python

• Experience with networking technology through server, switch, or appliance configuration, key networking protocols, tunneling technologies, switching, and routing

• Solid networking basics (TCP/IP) in Linux networking

• Proficient in Linux operation and administration

• Ability to quickly learn new technologies

• Experience with container related technologies like docker, podman, LXC, cri-o, runc

• Familiarity with open source projects like Git workflows

• Good written and verbal communication skills in English

• Open source mentality and a passion about open source

• Excellent troubleshooting skills

• Ability to correlate errors with code, to create reproducer environments and open bug reports

• Ability to translate between customer needs and requirements, and Red Hat's team of developers

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The following are considered a plus:

• Experience with Kubernetes technologies like etc-d, Kubernetes API, Operators

• Experience with Red Hat OpenShift

• Experience with software defined networking on Linux, Open vSwitch (OVS), and Open Virtual Network (OVN)

• Experience using, supporting, or troubleshooting various virtual network functions (VNFs) or cloud-native network functions (CNFs)

• Red Hat Certified Engineer (RHCE) or equivalent Red Hat Enterprise Linux (RHEL) knowledge

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