senior Technical Support Engineer - managed cloud servicesRed Hat

What you will do
Act as the direct contact and adviser for customer inquiries and issues with their Cloud Services through our Customer Portal, phone, remote access, and chat support tools
Deliver exceptional customer experience by using professional communication, applying product knowledge, and deep troubleshooting to perform direct actions in cluster environments in order to resolve a variety of issues
Perform technical troubleshooting using tools like cURL, strace, Wireshark, and kernel analysis, to investigate and resolve technical issues with components like CRI-O, networking, system performance issues, Kubernetes, Red Hat OpenShift Container Platform, and RESTful API calls
Collaborate with other engineers, internal teams, and external parties during the problem resolution process
Document diagnostic steps and issue resolution to create reusable solutions for future incidents
Manage incident and issue workloads, to ensure that all customer issues are handled and resolved in a timely manner
Work on a staggered 40-hour week that includes weekends
Contribute to regional or global initiatives improving Red Hat's workflow, services, and products
What you will bring
Clear understanding of and experience with Kubernetes-based solutions like the Red Hat OpenShift Container Platform and the greater Kubernetes ecosystem
Clear understanding of developer workflows, continuous integration (Jenkins), and continuous deployments paradigms
Exceptional analytical troubleshooting skills and ability to form precise action plans for issue remediation, as well as explain technical concepts and provide guidance to customers and internal teams
Ability to work in complex, highly secure, and highly available environments
Practical knowledge of one or more public cloud providers, like Amazon Web Services (AWS), Microsoft Azure, and their integration with enterprise customers; recent Public Cloud certification and experience with hyperscaler services like AWS RDS and Azure Postgres is a plus
Effective written and verbal communication skills in English; multilingual skills in either Korean, Japanese, Chinese, or Spanish is a plus
Knowledge and experience of any configuration management, API management, monitoring, and automation tools (Ansible, 3scale, etc.) is a plus
#LI-REMOTE #LI-AY2
About Red Hat
is the world's leading provider of enterprise software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
Red Hat

Philippines
Permanent
Full-time