Senior Technical Support Engineer

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Requirements:

• 2+ years of experience working as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service.
• 3+ years of experience working with Linux or Unix operating systems, including system installation, configuration, and maintenance; Red Hat Certified Engineer (RHCE) qualification is a big plus.
• Familiarity with technologies like Red Hat OpenShift Container Platform, Kubernetes, containers, IT automation, and cloud management.
• Experience working with hosted applications or large-scale application deployments.
• Good understanding of Linux tools with an emphasis on cURL, Git, Strace, and Wireshark.
• Solid troubleshooting skills and a passion for problem-solving and investigation.
• Outstanding communication skills in English with the ability to communicate courteously and effectively with customers, colleagues, and third-party vendors.
• Ability to handle multiple priorities and work under pressure.
• Commitment to providing the best experience possible for Red Hat’s customers.

Responsibilities:

• Serve as the direct support for IBM customer inquiries about the Red Hat OpenShift Container Platform handed over from IBM product support teams.
• Use IBM and Red Hat ticketing systems and support tools to assist customers directly.
• Analyze issues to identify problems and communicate corrective actions and resolutions to customers.
• Collaborate with support engineers, technical account managers, internal teams, and external parties during problem resolution.
• Deliver exceptional customer experience by troubleshooting various issues and recommending solutions professionally and courteously.
• Document diagnostic steps and create reusable solutions for future incidents.
• Perform weekend and holiday shift duties on a rotational schedule when needed.