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Job Summary:

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

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

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

• Experience with Red Hat OpenShift

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The following are considered a plus:

• 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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About Red Hat

Red Hat (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/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.

Diversity, Equity & Inclusion at Red Hat

Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

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