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Red Hat Technical Support Engineer - Ceph and Gluster in Beijing, China

Company Description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

Provide excellent customer support experience for our enterprise subscription customers. The Red Hat Customer Experience and Engagement (CEE) team is looking for a highly-skilled Technical Support Engineer to join us in Beijing, China. Unlike most software companies, we don't sell software licenses or break-fix pay-per-incident support, but instead subscriptions that include an unlimited number of support incidents, product documentation, security patches and updates, and upgrades to the newest versions of our software. In this role, you will serve as a trusted advisor to enterprise-level customers and partner closely with them. You’ll help us continually prove our value to our customers as you troubleshoot and resolve their technical issues for the portfolio of Red Hat’s cloud computing offerings to meet their business needs both online and over the phone. As a Technical Support Engineer, you will also become an expert in one or more Red Hat’s offerings like Red Hat storage technologies, especially Red Hat Ceph Storage and Red Hat Gluster Storage. Many of your customers will be other engineers, so developing your technical skills will be important. You’ll need to clear the Red Hat certifications applicable for the offerings in which you will specialize, i.e., the Red Hat Certified Engineer (RHCE) exam.

Primary job responsibilities

  • Ensure that customers get the maximum value from and easily use our offerings and subscriptions

  • Support customers by responding within the designated service-level agreement (SLA) period 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

  • Proactively update our customers and ensure that they are satisfied with our support services

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

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

  • Manage customer cases and maintain clear and concise case documentation

  • Participate in case review conference calls with customers when needed

  • Travel regionally to visit customers when needed

Required skills

  • 5+ years of Linux or UNIX system administration experience

  • Technical knowledge and actual experience with the Linux storage and file system

  • Fundamental understanding of the Red Hat OpenStack Platform or Red Hat OpenShift architecture; administration experience across all working components

  • Knowledge of or familiarity with Amazon Web Services (AWS); VMware vSphere or Microsoft Azure are a plus

  • Advanced troubleshooting and debugging skills; passion for problem-solving and investigation

  • Bachelor’s degree or equivalent experience within the enterprise IT sector

  • Demonstrated first-rate customer service experience or prior technical support experience; desire to go above and beyond in assisting customers

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

  • Ability to deal with rapid change and limited structure

  • Proven ability and willingness to learn new open source technologies

  • Commitment to providing the best experience possible for Red Hat’s customers

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

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

  • Excellent reading and writing skills in English; fluent English language skills are a plus

  • Previous experience with Red Hat Ceph Storage or Red Hat Gluster Storage is a plus

  • Scripting or programming experience in languages like Bash, C, or Python is a plus

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, uniformed services, 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.

Job ID 66608

Category Technical Support