Technical Support Engineers(Ceph/OpenShift Data Foundations)

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Job Overview

The Technical Support Engineer (Ceph/OpenShift Data Foundations) at Red Hat plays a critical role in ensuring the successful deployment and operation of our cloud storage solutions. This position involves providing expert-level technical support to clients, troubleshooting complex issues, and collaborating with development teams to enhance product offerings. The role requires a strong mix of technical acumen and customer-oriented communication skills, targeting the delivery of high-quality solutions that meet client needs and uphold Red Hat’s commitment to excellent service.

Job Responsibilities

• Provide advanced technical support for Red Hat's Ceph and OpenShift Data Foundations products.
• Troubleshoot and resolve complex customer issues related to deployment, configuration, and performance.
• Engage with customers to understand their needs and provide tailored solutions.
• Collaborate with engineering teams to resolve defects and to contribute to product enhancements.
• Create and maintain technical documentation and knowledge base articles for internal and external use.
• Conduct training sessions for customers to enhance their understanding of our solutions.
• Participate in on-call support rotations to provide 24/7 coverage as needed.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in customer support, ideally within a technical environment.
• Strong knowledge of Ceph storage systems and OpenShift environments.
• Familiarity with Linux-based systems and command-line interfaces.
• Excellent troubleshooting and problem-solving skills.
• Effective communication and interpersonal skills, with a customer-first mindset.
• Experience with containerization and orchestration technologies is a plus.

Technologies & Tools

In this role, the Technical Support Engineer will engage with a variety of technologies and tools, including but not limited to Ceph storage solutions, OpenShift container platform, Kubernetes orchestration tools, Linux command-line utilities, and customer relationship management (CRM) software. Proficiency in these technologies is essential for diagnosing issues, resolving customer queries, and contributing to ongoing product improvement initiatives.

Ideal Candidates

Ideal candidates for the position of Technical Support Engineer (Ceph/OpenShift Data Foundations) will possess a genuine passion for technology and a dedication to providing excellent customer support. They should be proactive in communication, patient with customers, and adept at working under pressure while maintaining a focus on detailed problem-solving. A collaborative spirit and keen willingness to learn are essential for thriving within Red Hat's innovative and dynamic environment.