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 plays a critical role in providing high-quality technical assistance to our clients. This position involves troubleshooting complex issues related to storage and data solutions, ensuring customer satisfaction through effective support and guidance. The ideal candidate will collaborate with cross-functional teams to improve product reliability and will engage with customers to understand their needs and challenges. Your expertise will be vital in enabling our customers to fully leverage the power of Red Hat's data foundation technologies.

Job Responsibilities

• Provide technical support to clients using Ceph and OpenShift Data Foundations, addressing inquiries and resolving issues promptly.
• Collaborate with development teams to identify and resolve software bugs, creating a feedback loop to enhance product functionality.
• Document and maintain records of customer interactions, troubleshooting processes, and resolutions provided.
• Develop and assist in the creation of technical documentation, knowledge base articles, and training materials for internal and external use.
• Participate in on-call support rotations and contribute to escalated support cases as a subject matter expert.
• Engage with customers to capture their feedback and develop insights that contribute to future product enhancements.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience with Ceph and OpenShift technologies, including installation, configuration, and troubleshooting.
• Strong understanding of Linux systems administration and networking concepts.
• Proficient in scripting and automation tools (e.g., Bash, Python, Ansible).
• Excellent communication skills, both verbal and written, with an aptitude for customer interaction.
• Previous experience in a technical support role, particularly in enterprise software or storage solutions, is highly preferred.

Technologies & Tools

This position utilizes a variety of technologies and tools, including but not limited to Ceph for distributed storage systems, OpenShift for container orchestration, and various Linux distributions for server management. Familiarity with monitoring and logging tools, such as Prometheus and Grafana, as well as ticketing systems for support management, are vital for the effective execution of duties in this role.

Ideal Candidates

The ideal candidate for the Technical Support Engineer position is someone who thrives in dynamic environments, possesses a strong analytical mindset, and is driven by a passion for customer success. They should demonstrate a proactive approach to problem-solving and have a natural curiosity for learning and adhering to new technologies and systems. Exceptional interpersonal skills and a collaborative spirit will enable them to work effectively in both team settings and customer-facing situations, ensuring that the highest level of support is consistently delivered.