Red Hat Senior Enterprise Cloud Support Engineer in Boston, Massachusetts

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

Come work for one of the fastest-growing enterprise software and services companies and the leading provider of open source solutions. The Red Hat Application Platform Support (APS) team is looking for a Senior Enterprise Cloud Support Engineer with deep experience in Platform-as-a-Service (PaaS) technologies to join us in the Red Hat office in the Boston Seaport District, MA. In this role, you will provide high-level technical support and sustaining engineering services to maximize uptime and reduce IT costs for enterprise customers and the APS team while being dedicated to resolving issues quickly and efficiently. You'll work closely with customers, developers, architects, and operations teams to troubleshoot and solve complex and challenging technical issues. You'll also mentor less experienced support engineers, collaborate with development engineering teams, and work alongside some of the brightest developers in the open source community. As a Senior Enterprise Cloud Support Engineer, you will also partner with key strategic cloud partners to jointly solve multi-vendor customer issues.

Primary job responsibilities

  • Serve as a direct contact and adviser for customer inquiries about Red Hat OpenShift Container Platform through our customer portal and via phone

  • Deliver exceptional customer experience by troubleshooting a variety of issues and recommending solutions in a professional and courteous manner

  • Analyze issues to identify problem areas and effectively communicate corrective actions and timely resolutions to customers

  • Collaborate with members of the technical support team and external parties during the problem resolution process

  • Document diagnostic steps and create reusable solutions for future incidents

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

  • Engage in mentoring and knowledge transfer to other support engineers

Required skills

  • 7+ years of direct, practical experience with Linux and Unix operating systems

  • 3+ years of experience as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service

  • Experience working with hosted applications or large scale application deployments

  • Familiarity with technologies like Red Hat OpenShift Container Platform, Kubernetes, and Red Hat Ansible Automation cloud management

  • Good understanding of Linux tools with an emphasis on cURL, Git, strace, and Wireshark

  • Solid troubleshooting skills and a passion for problem solving and investigation

  • Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat's associates

  • Outstanding communications skills in English

The following are considered a plus:

  • Bachelor's degree in a technical field, engineering, or computer science

  • Experience with Linux system installation, configuration, and maintenance

  • Red Hat Certified Engineer (RHCE) certification, or willingness to earn RHCE within 120 days of start date

  • Experience with Open vSwitch, Red Hat Middleware, Apache Tomcat, Node.js, Ruby and Python web frameworks, and .NET technologies

  • Knowledge of support systems and tools

  • Familiarity with Red Hat's solutions portfolio and open source software development

  • Upstream involvement in open source projects, including patches submitted for upstream inclusion

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 62099

Category Technical Support