Technical Support Engineer

4 weeks ago

Westford, Massachusetts, United States Red Hat Full time


The Red Hat Ceph team is looking for experienced, enterprise-level engineers with a background in Ceph, OpenShift Data Foundations and/or software-defined storage (SDS) technologies to join us as a Senior Technical Support Engineer in North America. In this role, you will provide technical support and sustaining engineering services to enterprise customers. Unlike most software companies, we don't sell software licenses or break-fix pay-per-incident support, but subscriptions that include an unlimited number of support incidents, product documentation, security patches and updates, and upgrades to the newest versions of our software. As a Senior Technical Support Engineer you'll work closely with customers, developers, and architects while collaborating with Red Hat engineering teams to solve complex and challenging technical issues. You will help us continually prove our value to our customers while becoming an expert in software-defined storage technologies. Well-qualified, home-based applicants throughout the U.S. and Canada will be considered to work remotely where Red Hat is registered to do business.

Primary Duties & Responsibilities:

  • Serve as the direct contact and adviser for customer inquiries about Red Hat Ceph Storage and OpenShift Data Foundations offerings;
  • Deliver an exceptional customer experience by using professional communication skills, applying existing knowledge and deep troubleshooting to resolve a variety of issues;
  • Partner with Red Hat's strategic cloud partners, like Microsoft, to jointly solve multi-vendor customer issues;
  • Constantly work on your troubleshooting skills and keep up with the latest technology trends
  • Consult raised issues with our engineers and developers to promote creative solutions and improve customer satisfaction;
  • Contribute to the global Red Hat's knowledge management system;
  • Cooperate with your colleagues on different projects; be a respected member of the global team;
  • Work in both Red Hat's and, potentially Microsoft's, ticketing systems and tools to directly assist RHCS/RHODF customers while cooperating with other Red Hat's engineers and teams;
  • Be available to perform weekend shift duties on a rotational schedule;
  • Contribute to the open source community and to the code of our offerings.

Required Skills & Experiences:

  • Solid Linux experience at a Red Hat Certified System Administrator (RHCSA) or Red Hat Certified Engineer (RHCE) level;
  • Knowledge of Software Defined Storage systems, specifically Ceph or OpenShift Data Foundations a MUST
  • Excellent system administration skills and experience working in technical support or in customer-facing role
  • Strong knowledge of containers;
  • Knowledge of Kubernetes, Red Hat OpenShift Container Platform, Openshift Container Storage;or Openshift Data Foundations is a plus;
  • Knowledge of Red Hat Openstack Platform is a plus;
  • Microsoft Azure knowledge is a plus;
  • Experience with other Software Defined Storage products such as Gluster, Nutanix, AOS, etc is a plus;
  • Solid troubleshooting skills and passion for problem-solving and investigation;
  • Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus;
  • Ability to work as part of a team; open-minded and collaborative approach;
  • Good communication skills and the ability to listen to customer issues;
  • Ability to learn new things with a desire to further grow and enhance your technical and interpersonal skills;


The salary range for this position is $ $63.74. Actual offer will be based on your qualifications.

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat's compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience.

About Red Hat

Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact. Opportunities are open. Join us.

Benefits
● Comprehensive medical, dental, and vision coverage
● Flexible Spending Account - healthcare and dependent care
● Health Savings Account - high deductible medical plan
● Retirement 401(k) with employer match
● Paid time off and holidays
● Paid parental leave plans for all new parents
● Leave benefits including disability, paid family medical leave, and paid military leave
● Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.

Diversity, Equity & Inclusion at Red Hat
Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.


Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application- General inquiries, such as those regarding the status of a job application, will not receive a reply.

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