Red Hat Onsite OpenShift Proactive Support Engineer in Raleigh, North Carolina

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

The Red Hat Customer Experience and Engagement (CEE) team is looking for an Onsite OpenShift Proactive Support Engineer to join us in Raleigh, NC. In this role, you will provide excellent support and assistance to our enterprise customers. You'll become an expert on the Red Hat OpenShift solutions and you will support the business needs of our customers by ensuring that they are capable of using these offerings effectively on their own. You’ll work on understanding the environment, internal processes, and business needs of our customers, providing them with guidance and advising them on the use of Red Hat OpenShift. As an Onsite OpenShift Proactive Support Engineer, you will adapt your support to the different environments of our customers, facilitate collaboration with their other vendors, and help them prevent issues by deploying proactive activities.

Primary job responsibilities

  • Support customers by responding to incoming calls and web-based inquiries

  • Diagnose problems, troubleshoot customer issues, and find solutions to these issues

  • Manage customer cases and maintain clear and concise case documentation

  • Ensure that knowledge is shared through our knowledge base

  • Become an expert on the Red Hat OpenShift portfolio of offerings

  • Collaborate with other engineers and developers to develop creative solutions for our customers

  • Gain understanding of the technical infrastructure and environment, hardware, and offerings of our customers

  • Deliver proactive checks to validate that the environments of our customers are supported and that they do not have any critical issues that could impact the delivery of services

Required skills

  • Bachelor's degree in a technology-related discipline; degree in computer science and engineering is a plus

  • 3+ years of experience in a technical support, software development or engineering, or quality assurance (QA) organization, or in Linux system administration

  • Ability to manage and grow existing enterprise customer relationships by delivering attentive, relationship-based support

  • Outstanding written and verbal communication skills in English; knowledge of other European languages is a plus

  • Ability to manage multiple issues and projects while maintaining attention to detail

  • Ability to communicate complex information to customers clearly and concisely

  • Red Hat Certified Engineer (RHCE) or other relevant certification of the same level, or willingness to pursue a certification within the first 90 days

  • Curious and willing to seek out opportunities to learn and unafraid to ask questions

  • Ability to take accountability and work in a rapidly changing environment

  • Experience with Red Hat OpenShift or similar offerings, Kubernetes, or container orchestration 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 62141

Category Technical Support