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 comprehensive technical assistance and support for our open-source data storage and orchestration solutions. This role involves working closely with customers to troubleshoot complex technical issues, guide them through deployment processes, and enhance their experience with our products. The ideal candidate will leverage their technical expertise to ensure high levels of customer satisfaction and contribute to the overall success of the Red Hat ecosystem.

Job Responsibilities

• Provide expert-level technical assistance for customers using Ceph and OpenShift Data Foundations.
• Troubleshoot and resolve customer issues through various communication channels, including phone, email, and chat.
• Collaborate with engineering teams to identify and address product-related challenges.
• Develop and present technical documentation, including FAQs, best practices, and troubleshooting guides.
• Conduct training sessions and workshops for customers to enhance their understanding of Ceph and OpenShift solutions.
• Engage with the community through forums and discussions to share knowledge and gather feedback.
• Monitor customer environments and provide proactive recommendations to improve system performance and reliability.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in technical support or engineering roles focusing on storage solutions.
• Strong understanding of distributed storage systems, particularly Ceph, and container orchestration platforms like OpenShift.
• Experience with Linux-based operating systems and command-line proficiency.
• Knowledge of networking concepts and troubleshooting methodologies.
• Excellent communication and interpersonal skills to effectively interact with customers and team members.
• Ability to work independently as well as collaboratively within a team environment.

Technologies & Tools

The Technical Support Engineer will utilize a variety of technologies and tools including, but not limited to, Ceph, OpenShift Kubernetes Engine, Ansible, and various monitoring and diagnostic tools. Proficiency in Linux command-line utilities and experience with ticketing systems for issue tracking will also be crucial for this role.

Ideal Candidates

The ideal candidates for this position will demonstrate strong analytical and problem-solving skills paired with a passion for open-source technologies. They will be proactive self-starters who are comfortable working in high-pressure situations while maintaining a focus on customer needs. Strong organizational skills, an eagerness to learn, and the ability to communicate complex concepts simply and effectively are also essential characteristics that will help candidates thrive in this role at Red Hat.