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 a pivotal figure responsible for delivering exceptional support to our clients utilizing Ceph and OpenShift technologies. This position demands a strong understanding of cloud infrastructure solutions, alongside the capability of troubleshooting complex technical challenges. The engineer will work closely with customers to enhance their experience with our products, while also contributing to internal initiatives aimed at improving service delivery and operational efficiency.

Job Responsibilities

• Provide expert-level technical support for Ceph and OpenShift Data Foundations, resolving issues and ensuring performance optimization.
• Engage with clients to understand their specific needs, and guide them through the implementation and utilization of products and solutions.
• Document and track customer interactions and issues in the support ticketing system, maintaining accurate records for future reference.
• Collaborate with engineering teams to identify and resolve product defects and develop new features based on customer feedback.
• Conduct troubleshooting, root cause analysis, and provide detailed follow-up for complex technical issues.
• Develop and disseminate technical content, including knowledge base articles and troubleshooting guides.
• Participate in training sessions and presentations for both internal staff and customers to promote product knowledge and best practices.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in a technical support role, specifically related to Ceph and OpenShift environments.
• Strong understanding of storage solutions, data management, and cloud infrastructure technologies.
• Excellent problem-solving skills and the ability to troubleshoot complex systems.
• Familiarity with tools and languages such as Kubernetes, Docker, Python, or Bash scripting.
• Exceptional communication skills and a customer-focused mindset.
• Experience with ticketing systems and customer relationship management software.

Technologies & Tools

The Technical Support Engineer will utilize an array of technologies and tools including Ceph, OpenShift, Kubernetes, Docker, and various scripting languages such as Python and Bash. Familiarity with monitoring and logging solutions, as well as cloud platforms, will significantly enhance the efficiency and effectiveness of the support provided.

Ideal Candidates

The ideal candidate for the Technical Support Engineer role is a proactive problem solver, characterized by a blend of technical expertise and exceptional interpersonal skills. They should exhibit a strong customer-first approach, with a commitment to maintaining high levels of client satisfaction. Adaptability in a fast-paced environment and a passion for continuous learning and improvement are essential traits that will contribute to their success in this demanding role.