Technical Support Engineers(Ceph/OpenShift Data Foundations)

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Overview

As a Technical Support Engineer specializing in Ceph and OpenShift Data Foundations at Red Hat, you will play a critical role in providing comprehensive support and troubleshooting for our customers utilizing advanced data management solutions. You will collaborate with cross-functional teams to diagnose issues, devise effective solutions, and ensure the optimal performance of our products. This position requires a proactive approach to problem-solving and a strong commitment to customer satisfaction, as you provide guidance and expertise to users navigating complex technical environments.

Job Responsibilities

• Deliver exceptional technical support for Ceph and OpenShift Data Foundations to both internal and external customers.
• Troubleshoot, investigate, and resolve system-related issues reported by customers in a timely manner.
• Document and track all customer inquiries and resolutions within the support ticketing system.
• Collaborate with engineering teams to report bugs and suggest product enhancements based on customer feedback.
• Assist customers with the deployment, configuration, and management of storage solutions leveraging Ceph and OpenShift.
• Provide on-call emergency support as needed, ensuring minimum downtime for client operations.
• Develop and maintain technical documentation, including knowledge base articles and user guides.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience with Ceph, OpenShift, Kubernetes, or similar container orchestration technologies.
• Strong understanding of networking, storage architecture, and data management principles.
• Proficiency in Linux/Unix environments and familiarity with shell scripting.
• Excellent problem-solving skills coupled with a strong customer service orientation.
• Ability to communicate complex technical concepts effectively to both technical and non-technical audiences.
• Prior experience in a technical support role is preferred.

Technologies & Tools

The Technical Support Engineer will engage with a variety of technologies and tools including but not limited to Ceph for distributed storage management, OpenShift for container orchestration, Kubernetes for container management, and various diagnostic and monitoring tools relevant to system performance. Familiarity with programming and scripting languages, such as Python or Bash, will also be beneficial for troubleshooting and automation tasks.

Ideal Candidates

Ideal candidates will possess a strong analytical mindset and an innate curiosity to explore and understand complex systems. A passion for delivering outstanding customer service and the ability to work collaboratively in a fast-paced environment are essential. Additionally, the candidate should be adaptable, proactive in learning new technologies, and committed to enhancing their technical expertise to contribute to the growth and success of Red Hat’s data foundations offerings.