RedHat Hiring for Senior Technical Support Engineer at Pune, India Full Time

About the job

The Red Hat Customer Experience and Engagement (CEE) team is looking for a highly-skilled Senior Technical Support Engineer to provide excellent customer support experience for our enterprise subscription customers in Pune, India. Unlike most software companies, we don’t sell software licenses or break-fix pay-per-incident support. Instead, we sell 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 adviser to enterprise-level customers, partner closely with them, and 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. You’ll work with key customers both on-site and remotely to build a relationship of trust and confidence between Red Hat and customer engineering, development, and operations teams. You will also become an expert in one or more of Red Hat’s offerings like Red Hat Gluster Storage or Red Hat Ceph Storage. Many of your customers will be other engineers, so developing your technical skills will be important.

What you will do

• 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

• 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 knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain

• Participate in case review conference calls with customers when needed

• Use tools like ftrace, strace, Wireshark, GDB, and crash to investigate and troubleshoot technical issues

• Work closely with Red Hat’s engineering team and assist production support engineers and technical account managers

• Demonstrate good judgment in selecting methods and techniques to obtain solutions

• Manage your workload to ensure that all customer issues are handled and resolved in a timely manner

• Assist in the development of comprehensive and reusable self-service solutions for future incidents

What you will bring

• 5+ years of experience with storage, Linux, or container maintenance or administration

• Fundamental understanding of the Red Hat OpenShift architecture and administration experience across all of its working components

• Experience with NFS, iSCSI, and filesystems, Docker and other containerization technologies, and Red Hat Enterprise Linux (RHEL) 7 and 8 administration

• Experience working with scale-out, distributed file systems like Red Hat Ceph Storage or Red Hat Gluster Storage

• Good understanding of Linux tools with an emphasis on SystemTap, ftrace, strace, Wireshark, GDB, and crash

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

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

• Proven ability and willingness to learn new open source technologies

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

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

• Bachelor’s degree in a technical field; engineering or computer science are a plus

• Commitment to providing the best experience possible for Red Hat customer

• 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

The following are considered a plus:

• Scripting or programming experience in languages like Bash or Python

• Knowledge of or familiarity with Amazon Web Services (AWS), VMware vSphere, Microsoft or Azure

• Upstream involvement in open source projects like by submitting patches for upstream inclusion is a plus

About Red Hat

Red Hat (https://www.redhat.com/) is the world’s leading provider of enterpriseopen source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.

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.

Read our completeStatement of Commitment (https://www.redhat.com/en/about/our-culture/diversity-equity-inclusion/statement) to Diversity, Equity, and 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, 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.

Posting Location : Location IN-Pune

Posting date 16 hours ago (12/20/2021 8:52 AM)

Job ID 92608

Workday ID R-019604