Technical Support Engineers(Ceph/OpenShift Data Foundations)

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Job Overview

As a Technical Support Engineer specializing in Ceph and OpenShift Data Foundations at Red Hat, you will play a pivotal role in delivering exceptional technical support to our customers. Your responsibilities will include troubleshooting complex issues, providing expert advice, and ensuring optimal performance of our storage and container orchestration solutions. You will collaborate with other teams to enhance product features, facilitate training, and drive customer satisfaction through effective problem resolution and proactive communication.

Job Responsibilities

• Provide prompt and expert support for Ceph and OpenShift Data Foundations, addressing customer inquiries and technical issues.
• Troubleshoot and resolve complex technical problems, ensuring the highest level of customer satisfaction.
• Collaborate with engineering and product teams to escalate product issues and influence product enhancements based on customer feedback.
• Create and maintain comprehensive knowledge base articles to assist customers and internal teams.
• Participate in training sessions and workshops to educate customers on best practices and solution utilization.
• Monitor and analyze system performance, making recommendations for improvements or upgrades as necessary.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Proven experience in technical support roles, specifically with Ceph storage solutions and OpenShift.
• Strong understanding of cloud computing, virtualization technologies, and containerization.
• Effective communication skills, both verbal and written, with the ability to convey complex technical concepts to non-technical users.
• Experience with scripting languages such as Python, Bash, or similar.
• Ability to collaborate cross-functionally and work in a fast-paced environment.

Technologies & Tools

In this position, you will be utilizing various technologies and tools including, but not limited to, Ceph for storage solutions, OpenShift for container orchestration, and various Linux distributions for system administration. Familiarity with cloud architectures, Docker, Kubernetes, and monitoring tools such as Prometheus or Grafana will also be essential for providing effective technical support.

Ideal Candidates

Ideal candidates for this role will possess a strong technical acumen paired with a genuine passion for problem-solving and customer service. They will demonstrate resilience under pressure, exhibit detail-oriented thinking, and have a proactive approach to identifying and addressing customer needs. Effective team collaboration skills and a commitment to continuous learning are essential attributes for success in this position.