Technical Support Engineers(Ceph/OpenShift Data Foundations)

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Job Overview

The Technical Support Engineer for Ceph/OpenShift Data Foundations at Red Hat is responsible for providing expert-level technical support and solutions to customers utilizing Red Hat's leading container management and storage technologies. The ideal candidate will engage with clients to address complex technical issues, offer strategic guidance, and collaborate with engineering teams to enhance customer experience. This role requires a strong understanding of open-source technologies and commitment to customer satisfaction in a dynamic and fast-paced environment.

Job Responsibilities

• Provide technical support for customers using Ceph and OpenShift Data Foundations, ensuring timely resolution of inquiries and issues.
• Diagnose and troubleshoot complex technical problems, collaborating with customers to develop effective solutions.
• Conduct root cause analysis and propose system improvements based on customer feedback and support interactions.
• Serve as a subject matter expert in Ceph and OpenShift technologies, educating and guiding internal teams and customers alike.
• Document support issues, resolutions, and customer interactions in adherence to Red Hat best practices.
• Participate in the development and delivery of technical training and support materials for customers and internal staff.
• Collaborate with engineering teams on product enhancements, feature requests, and the identification of recurring issues.
• Engage with the customer community to share knowledge and promote best practices for using Red Hat technologies.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience with Ceph and OpenShift, including installation, configuration, and troubleshooting.
• Strong understanding of Linux and containerization technologies, including Docker and Kubernetes.
• Excellent communication and interpersonal skills, with the ability to articulate complex technical concepts to various audiences.
• Proficiency in at least one programming or scripting language (e.g., Python, Bash, Go).
• Experience working in a technical support or systems administration environment preferred.
• Knowledge of network protocols and services related to storage and container technologies.

Technologies & Tools

The Technical Support Engineer will utilize a variety of technologies and tools including Red Hat OpenShift, Ceph storage solutions, Kubernetes, Docker, and various debugging and monitoring tools pertinent to container and storage management. Familiarity with scripting languages and version control systems such as Git will also be essential for effectively resolving technical challenges.

Ideal Candidates

Ideal candidates for the Technical Support Engineer position will possess a strong analytical mindset, exceptional problem-solving skills, and a customer-centric approach. They will be proactive learners who thrive in collaborative environments and are motivated by challenges. Excellent communicators who can convert technical information into accessible language for customers will excel in this role, as will individuals who demonstrate resilience and adaptability in a rapidly changing technological landscape.