Technical Support Engineers(Ceph/OpenShift Data Foundations)

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Job Overview

The Technical Support Engineer (Ceph/OpenShift Data Foundations) at Red Hat is responsible for providing high-quality technical support and solutions to customers using Ceph and OpenShift Data Foundations technologies. You will work collaboratively with development teams and other support engineers to address complex technical issues, troubleshoot problems, and enhance customer satisfaction. Through your expertise, you will play a vital role in ensuring the smooth operation and deployment of data storage solutions, while also contributing to the ongoing improvement of product documentation and tools.

Job Responsibilities

• Provide expert-level technical support for Ceph and OpenShift Data Foundations customers, troubleshooting issues effectively and efficiently.
• Engage with customers via phone, email, and collaboration tools to understand and resolve their technical inquiries and issues.
• Collaborate with engineering teams to diagnose and resolve issues, providing feedback from customer interactions to aid in product enhancement.
• Document technical issues and resolutions in detail to improve future support efforts and enhance knowledge sharing within the team.
• Conduct root cause analysis for complex issues and escalate cases as necessary while ensuring timely follow-up.
• Participate in solution design and deployment discussions to guide customers on best practices and optimal configurations.
• Develop and deliver training sessions for customers on Ceph and OpenShift Data Foundations products.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in technical support or system administration, particularly in cloud infrastructure or storage solutions.
• Solid understanding of Ceph storage systems and OpenShift platforms.
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Excellent communication skills, both verbal and written, with a strong ability to convey technical information to non-technical users.
• Familiarity with Linux and open-source technologies, particularly in deploying and managing cloud services.
• Experience with scripting languages (e.g., Python, Bash) is a plus.

Technologies & Tools

The role of a Technical Support Engineer requires proficiency in several technologies and tools, including but not limited to Ceph, OpenShift, Kubernetes, Linux operating systems, and various monitoring and diagnostic tools designed for cloud infrastructure. Familiarity with scripting languages such as Python or Bash and expertise in storage solutions are also essential for effectively supporting customer deployment and troubleshooting efforts.

Ideal Candidates

The ideal candidates for this position are those who are highly motivated and customer-focused, possessing a passion for problem-solving and a deep understanding of cloud technologies. Successful candidates will demonstrate a strong capacity for working independently as well as collaboratively within diverse teams. The ability to approach challenges with creativity and a strong attention to detail, alongside a commitment to continuous learning and improvement, will set candidates apart as exemplary members of the Red Hat technical support team.