Cloud Support Engineer

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.

Job Summary

The Red Hat Customer Experience and Engagement group is seeking a Cloud Support Engineer with a strong background in Platform as a Service (PaaS) technologies to join our Enhanced Support for OpenShift team. Support Delivery (SD) is Red Hat's customer‑facing support organization. We provide high‑quality technical support to Red Hat customers (subscribers) around the globe across all Red Hat product lines.

In this role you will be challenged in providing high‑level technical support and sustaining engineering services to dedicated enterprise customer accounts to help maximize up‑time and reduce IT costs. Our Support Delivery team is dedicated to resolving issues quickly and efficiently. In this role, you will 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.

Responsibilities

• Act as the direct contact and adviser for customer inquiries about 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.
• Quickly 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.

Requirements

• Bachelor's degree in a technical field; engineering or computer science is preferred.
• 3+ years of experience as a support or development engineer for a Platform as a Service Provider or Hosting Service.
• 5+ years of experience working with Linux, or Unix operating systems.
• Experience working with hosted applications, or large‑scale application deployments.
• Experience with Kubernetes, containers, Open vSwitch, JBoss, Tomcat, Go, Angular.js (web frameworks), Python (web frameworks), .NET and RESTful APIs.
• Good understanding of Linux tools, with an emphasis on curl, strace, Wireshark and using Git.
• Ability to communicate courteously and effectively with customers, third‑party vendors and Red Hat associates.
• Strong troubleshooting skills and a passion for problem solving and investigation.
• Ability to multitask, prioritise and work under pressure.
• Knowledge of support systems and tools considered an advantage.
• Familiarity with technologies like Red Hat OpenShift Container Platform, containers, and Ansible cloud management.
• 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.
• Red Hat Certified Engineer – Preferred.
• Commitment to providing the best experience possible for Red Hat customers.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Flexible Spending Account – healthcare and dependent care.
• Health Savings Account – high deductible medical plan.
• Retirement 401(k) with employer match.
• Paid time off and holidays.
• Paid parental leave plans for all new parents.
• Leave benefits including disability, paid family medical leave, and paid military leave.
• Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more