Technical Support Engineers(Ceph/OpenShift Data Foundations)

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Job Overview

The Technical Support Engineer for Ceph/OpenShift Data Foundations at Red Hat will be instrumental in providing high-level technical assistance and support to our customers. The successful candidate will troubleshoot complex issues, work closely with engineering teams and maintain a strong customer relationship while ensuring that our data foundation technologies run smoothly. This role requires a blend of technical expertise, communication skills, and a customer-oriented mindset to effectively address customer queries and provide solutions, fostering a positive user experience.

Job Responsibilities

• Respond to customer inquiries regarding Ceph and OpenShift data foundations, providing timely and effective solutions.
• Troubleshoot and diagnose issues related to data storage and management, ensuring accurate and efficient resolution.
• Collaborate with engineering teams to escalate critical issues and contribute to product improvement initiatives.
• Create and maintain documentation for known issues and solutions, enhancing the knowledge base for support teams.
• Provide training and mentorship to junior support engineers as needed, promoting a collaborative team environment.
• Engage with product management and engineering teams to convey customer feedback and influence product roadmaps.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in technical support, specifically with Ceph and OpenShift environments.
• Strong understanding of cloud technologies and data storage solutions.
• Proficiency in troubleshooting Linux-based systems and networking concepts.
• Excellent verbal and written communication skills, with a focus on customer service.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Technologies & Tools

The Technical Support Engineer will work primarily with a suite of technologies including Ceph, OpenShift, Kubernetes, as well as various Linux distributions. Familiarity with scripting languages such as Python or Bash is required, along with experience in cloud platforms like AWS or Azure. Tools for monitoring and logging, such as Prometheus and Grafana, will also be utilized to manage and optimize customer environments.

Ideal Candidates

The ideal candidate will possess a strong analytical mindset, demonstrating the ability to dissect complex problems and find actionable solutions. They should have a genuine interest in technology and a passion for helping others. A successful Technical Support Engineer at Red Hat will demonstrate resilience, adaptability, and a continuous desire to learn and grow within the organization. Strong interpersonal skills, coupled with a team-oriented approach, will further enhance their ability to thrive in a collaborative environment.