Technical Support Engineers(Ceph/OpenShift Data Foundations)

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Overview

As a Technical Support Engineer focusing on Ceph and OpenShift Data Foundations at Red Hat, you will be an integral part of our support team, assisting customers in troubleshooting and resolving complex technical challenges related to our cutting-edge data storage solutions. You will leverage your knowledge of distributed storage systems and container orchestration to ensure operational excellence while enhancing customer satisfaction. Collaborating with cross-functional teams, you will foster a culture of continuous improvement as you track and analyze customer issues to drive product enhancements.

Job Responsibilities

• Provide effective technical support for Ceph and OpenShift Data Foundations, assisting customers with installation, configuration, and performance tuning.
• Diagnose and resolve technical issues related to containerized applications and data storage systems.
• Act as a liaison between the customer and the development team to escalate complex issues and contribute to resolution strategies.
• Create and maintain documentation for processes, customer interactions, and technical solutions to streamline future support operations.
• Assist in the creation and delivery of technical training sessions for internal teams and customers.
• Monitor support queues and prioritize critical customer issues to meet service level agreements effectively.
• Collect and analyze data on recurring issues to identify trends and advocate for product improvements.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience with Ceph storage solutions and OpenShift or similar container orchestration platforms.
• Strong understanding of Linux operating systems and networking fundamentals.
• Excellent problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Demonstrated experience in a technical support role or customer-facing position.
• Effective communication skills, both verbal and written, with the ability to articulate complex technical information to non-technical stakeholders.
• Familiarity with scripting languages such as Bash, Python, or similar is highly desirable.

Technologies & Tools

This position utilizes a variety of technologies and tools, including but not limited to Ceph for distributed storage management, OpenShift for container orchestration, Kubernetes for cluster management, and various monitoring and logging tools such as Prometheus and Grafana. Fundamental knowledge of Linux systems and scripting capabilities will be essential in managing technical support tasks efficiently.

Ideal Candidates

The ideal candidates for this role will possess a strong technical acumen combined with exceptional interpersonal skills. They should be detail-oriented, proactive in problem-solving, and passionate about customer satisfaction. A collaborative spirit and the ability to thrive in a dynamic environment are essential, as well as a commitment to continuous learning within rapidly evolving technologies such as cloud computing and containerization. Having a genuine enthusiasm for contributing to open-source projects and a dedication to the Red Hat mission will set candidates apart.