Technical Support Engineers(Ceph/OpenShift Data Foundations)

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Job Overview

The Technical Support Engineer (Ceph/OpenShift Data Foundations) at Red Hat will be responsible for providing assistance and resolution for technical issues associated with our Ceph and OpenShift Data Foundations solutions. This role requires a proactive approach to troubleshooting and optimizing customer environments, ensuring they leverage our technologies effectively. Collaborating with cross-functional teams and sharing knowledge with customers, the engineer will contribute to product enhancements and elevate user experience through effective communication and problem-solving skills.

Job Responsibilities

• Provide high-level technical support for Ceph and OpenShift Data Foundations products, guiding customers through complex issues.
• Diagnose and troubleshoot technical problems, utilizing log reviews and performance analysis.
• Develop and deliver effective solutions for customer issues while maintaining service level agreements (SLAs).
• Collaborate with internal teams to enhance product documentation and improve support processes.
• Engage in customer training and onboarding, ensuring they understand product capabilities.
• Monitor and report on common issues to improve overall product reliability and customer satisfaction.
• Participate in escalated support cases, providing expert-level guidance to junior engineers.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in technical support or related positions.
• Strong knowledge of Ceph, OpenShift, and container orchestration technologies.
• Excellent troubleshooting skills and experience with Linux command-line tools.
• Familiarity with networking concepts and cloud infrastructure.
• Strong communication skills, both written and verbal, with the ability to convey complex information.
• Customer-focused mindset with a passion for solving technical challenges.

Technologies & Tools

In this role, the Technical Support Engineer will work with an array of technologies and tools including Ceph for storage solutions, OpenShift for container management, as well as various Linux distributions. Proficiency in scripting languages such as Python or Bash, and familiarity with monitoring and logging tools, will be essential in providing timely and effective support to our customers.

Ideal Candidates

Ideal candidates for this position will possess a strong technical acumen combined with exceptional interpersonal skills. They should be adaptable and eager to learn about new technologies while sharing their knowledge with others. A successful Technical Support Engineer is proactive, detail-oriented, and enjoys working in a fast-paced environment, showcasing their ability to prioritize and manage multiple tasks effectively. Moreover, a genuine passion for helping customers and solving their technical challenges is paramount to thrive in this role.