Technical Support Engineers(Ceph/OpenShift Data Foundations)

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Job Overview

The Technical Support Engineer (Ceph/OpenShift Data Foundations) at Red Hat plays a crucial role in providing high-quality technical support for enterprise customers utilizing OpenShift Data Foundations and Ceph technologies. The engineer is responsible for troubleshooting complex issues, assisting clients in optimizing their deployments, and effectively collaborating with cross-functional teams to implement solutions. This position demands a strong technical background, a customer-centric approach, and the ability to communicate technical concepts to diverse audiences.

Job Responsibilities

• Provide expert technical support for OpenShift Data Foundations and Ceph platforms.
• Troubleshoot and resolve complex customer issues in a timely and efficient manner.
• Collaborate with engineering and product management teams to escalate and address product defects or enhancement requests.
• Develop and deliver training sessions for customers to optimize their usage of the products.
• Create documentation, including knowledge base articles and product guides to assist both internal and external users.
• Participate in on-call rotations and provide after-hours support as necessary.
• Assist customers in setting up and configuring products according to best practices.
• Actively monitor community forums and contribute to user discussions to promote clear communication and knowledge sharing.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Demonstrated experience with Ceph or OpenShift Data Foundations, including installation, configuration, and troubleshooting.
• Strong understanding of distributed storage architectures and technologies.
• Experience with cloud infrastructure and virtualization technologies.
• Excellent problem-solving skills and the ability to work under pressure.
• Effective communication skills, both written and verbal, with a focus on customer service.
• Familiarity with Linux operating systems and shell scripting.
• Previous experience in a technical support role is a plus.

Technologies & Tools

The Technical Support Engineer will interact heavily with a wide array of technologies, including but not limited to: Ceph distributed storage solutions, Kubernetes, OpenShift, various Linux distributions, and related cloud technologies. Familiarity with monitoring tools, scripting languages, and debugging tools is also essential for effectively addressing customer needs and optimizing their deployments.

Ideal Candidates

Ideal candidates for the Technical Support Engineer position possess a strong technical acumen complemented by a passion for customer support and satisfaction. They are self-motivated, with the ability to prioritize tasks effectively and manage time efficiently. Strong interpersonal skills are essential, as well as a proven track record of success in collaborative environments. The ability to explain complex technical concepts in an accessible manner to diverse stakeholders is a key characteristic of an effective Technical Support Engineer at Red Hat.