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 responsible for providing exceptional support and guidance to customers utilizing our cutting-edge data storage solutions. The role requires deep technical knowledge of both Ceph and OpenShift environments, as well as the ability to troubleshoot complex issues while ensuring the highest level of customer satisfaction. This position will involve collaboration with internal teams and delivering technical training as needed, contributing to the overall success of our customers and the enhancement of our product capabilities.

Job Responsibilities

• Provide expert-level technical support for Ceph and OpenShift Data Foundations, addressing customer inquiries and troubleshooting issues.
• Collaborate with engineering teams to identify and resolve bugs and performance issues in the product.
• Document all customer interactions and technical solutions in accordance with company policies and procedures.
• Develop and provide technical training for customers and internal staff, enhancing understanding of the product's functionalities.
• Build and maintain strong relationships with key customers to ensure high levels of satisfaction and loyalty.
• Participate in the continuous improvement of support processes and contribute to knowledge base articles.
• Stay updated with the latest developments in Ceph, OpenShift, and related technologies to ensure best practice support.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum of 3 years of experience in a technical support role, specifically with Ceph or OpenShift technologies.
• Strong understanding of cloud technologies, containerization, and storage fundamentals.
• Experience with Linux-based systems and system administration.
• Excellent problem-solving skills and the ability to work under pressure.
• Exceptional communication skills, both written and verbal, with a proven ability to articulate technical concepts clearly.
• Certifications in relevant technologies (e.g., OpenShift, Ceph, Linux) are a plus.

Technologies & Tools

The Technical Support Engineer will leverage various technologies and tools, including but not limited to Ceph storage solutions, OpenShift container platforms, Red Hat Enterprise Linux, Kubernetes orchestration, and various monitoring and ticketing systems for efficient incident management. Familiarity with scripting languages such as Python or Bash, as well as cloud infrastructure components, is also beneficial.

Ideal Candidates

The ideal candidate for this role will possess a strong technical aptitude combined with a customer-focused mindset. They should be proactive in identifying and resolving issues and exhibit a passion for learning and adapting to new technologies. Strong interpersonal skills and the ability to work collaboratively in a team environment are essential for nurturing relationships with both colleagues and customers. A commitment to excellence in service delivery, coupled with a nuanced understanding of complex technical concepts, will greatly contribute to the success in this position.