The Senior Technical Support Engineer resolves non-routine technical issues and plays a key role in ensuring customer success.
With minimal instruction, this role demonstrates good judgment in troubleshooting and solving moderately complex problems that impact the customer and the overall team.
The engineer collaborates across departments to deliver advanced solutions, contributing to continuous product improvements and exceptional customer experiences.
Note: This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws.
What You Will Do
- Technical Support: Proven ability to provide enterprise-level technical support, with a preference for experience supporting customers using PaaS or SaaS technologies.
- Platform Environments: Experienced in hosted platform environments, managed application services, or large-scale application deployments.
- Operating Systems: Strong background in Linux or Unix operating systems, including proficiency with troubleshooting tools such as curl, Wireshark, and crash analysis.
- Cloud Technologies: Familiarity with cloud technologies and platforms including Azure, AWS, GCP, containers, and Kubernetes.
- Containerization (Plus): Prior experience with CRI-O, Kubernetes, containers, and Open vSwitch is a plus.
- Developer Workflows (Plus): Familiarity with developer workflows, Continuous Integration (Jenkins), and Continuous Deployment paradigms is a plus.
- Issue Tracking: Comfortable logging issues and utilizing issue tracking tools like Jira.
- Scripting/Programming (Plus): Scripting or programming experience in Bash, Perl, Python, Java, or Ruby is a plus.
What You Will Bring
- Issue Resolution: Prioritize and resolve non-routine technical issues for customers with minimal supervision.
- Troubleshooting: Employ good judgment and advanced troubleshooting methods to address moderately complex technical challenges.
- Customer Communication: Maintain regular communication with customers, providing timely updates and solutions tailored to their specific needs.
- Solution Development: Contribute to the development of solutions through active collaboration with engineering and development teams.
- Mentorship: Mentor junior engineers by sharing expertise and fostering a culture of knowledge sharing within the team.
- Customer Commitment: Demonstrate a strong commitment to providing the best possible experience for Red Hat’s customers.
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.
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 different 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 that compose our global village.
Equal Opportunity Policy (EEO)
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, veteran status, 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.
Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application-assistance@redhat.com. General inquiries, such as those regarding the status of a job application, will not receive a reply.
