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 critical role in providing top-tier support designed to elevate customer satisfaction and drive the effective use of our technologies. This position requires a blend of technical proficiency and customer service excellence, enabling you to troubleshoot complex issues, guide customers through problem resolution, and enhance overall product performance. Your contributions will directly impact the success and stability of deployments in diverse environments, ensuring customers derive maximum value from Red Hat's open-source solutions.

Job Responsibilities

• Provide exceptional technical support for Ceph and OpenShift Data Foundations to assist customers with installation, configuration, and troubleshooting.
• Analyze complex customer issues and conduct in-depth troubleshooting across multi-tier systems.
• Collaborate with cross-functional teams to enhance product reliability and improve overall customer experience.
• Develop, document, and implement effective solutions for repeat customer issues and contribute to knowledge base improvements.
• Work closely with development teams to report bugs and suggest features based on customer feedback.
• Conduct training sessions for customers to ensure effective use of Ceph and OpenShift Data Foundations.
• Stay up-to-date with emerging technologies relevant to Red Hat's product suite and release notes for all updates.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Experience with cloud storage solutions, particularly Ceph, and container orchestration using OpenShift.
• Strong understanding of Linux and Unix operating systems, including shell scripting and system administration.
• Proficiency with network protocols, firewalls, and VPNs.
• Excellent problem-solving skills and the ability to handle high-pressure situations effectively.
• Exceptional verbal and written communication skills to articulate technical concepts clearly to diverse audiences.
• Previous experience in a customer-facing technical support role is advantageous.

Technologies & Tools

This position utilizes a variety of advanced technologies and tools to ensure efficient support and troubleshooting. Main technologies include Ceph for distributed storage solutions, OpenShift for container management, and foundational Linux systems for environment setups. Familiarity with monitoring tools such as Prometheus, logging systems like ELK Stack, and administration tools like Ansible is also beneficial in streamlining workflows and enhancing overall productivity.

Ideal Candidates

The ideal candidates for this role are those who exhibit a genuine passion for open source technologies combined with a commitment to customer success. They should possess strong analytical skills paired with the ability to think critically and independently when solving problems. A collaborative mindset is essential, as well as the eagerness to learn and adapt in a fast-paced environment. Excellent interpersonal skills and the ability to establish rapport with clients will further enhance a candidate's fit for the Technical Support Engineer role at Red Hat.