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Red Hat is seeking a Senior Technical Support Engineer with a strong background in OpenShift, Kubernetes, cluster deployment, and configuration to join our Managed Cloud Services Customer Experience team. This is a US-based remote position.

The Red Hat Cloud & AI Platforms Services organization is responsible for the strategy, design, and implementation of the end-to-end customer experience with Red Hat Cloud Services and AI Platforms. Our team provides world-class support service to Red Hat customers and partners around the globe for our many Platform as a Service (PaaS) and Software as a Service (SaaS) offerings. We primarily support Red Hat OpenShift on AWS (ROSA), Azure Red Hat OpenShift (ARO), OpenShift Dedicated on AWS and GCP (OSD), and Red Hat OpenShift AI (RHOAI). We are a global team and strive to cultivate a transparent environment that makes room for different voices. We learn from our failures in a blameless environment to support the team's continuous improvement. This position is a great opportunity to join one of the fastest-growing enterprise software and services companies and the leader in open source software.

What you will do:

+ Commitment to providing an exceptional customer experience by using professional communication and applying product knowledge and deep troubleshooting to perform direct actions in cluster environments to resolve various issues.

+ Contribute to global initiatives and projects to constantly reduce customer effort, improve tooling, and design and write automation software to improve efficiency.

+ Act as the direct contact and advisor for customer inquiries and issues with their Cloud Services through our Customer Portal, conference calls, and remote access.

+ Proactively analyze cluster status, identify single points of failure and other high-risk architecture issues; propose and implement more resilient resolutions.

+ Record customer interactions including investigation, troubleshooting, and resolution of issues, to document diagnostic steps and issue resolution to create reusable solutions for future incidents.

+ Create and maintain knowledge articles aligned with the KCS (Knowledge-Centered Service) methodology.

+ Partner with internal teams and external parties to deliver seamless infrastructure support for Red Hat’s Cloud Services.

+ Manage incident and issue workloads to ensure that all customer issues are handled and resolved in a timely manner.

+ Maintain a strong work ethic, able to work effectively as part of a team, and focus on customers and resolving their issues.

+ Be available to perform weekend shift duties on a rotational schedule.

What you will bring:

+ 5+ years of experience in a customer-facing technical support or solutions engineering role.

+ Proven experience in Infrastructure Implementation, Deployment, Administration, and Production Support of container technologies and orchestration platforms (e.g., CRI-O, Kubernetes, xKS, Docker, OpenShift Container Platform).

+ Experience with developer workflows, Continuous Integration (e.g., Jenkins), and Continuous Deployment paradigms.

+ Exceptional technical, analytical, and troubleshooting skills using tools like curl, strace, oc (kubectl), and Wireshark analysis to investigate and form precise action plans for issue remediation with components such as networking, system performance issues, Kubernetes, OpenShift Container Platform, Service Mesh, and RESTful API calls.

+ Experience working with tools surrounding the Kubernetes ecosystem such as Prometheus, Grafana, FluentD, etc.

+ Experience working with configuration management tools (e.g., Ansible, Terraform) and monitoring and automation tools (e.g., Ansible, Splunk).

+ Proficient scripting and automation skills (e.g., Python, Bash, Go) to convert manual and maintenance functions into fully orchestrated automation is a plus.

+ Ability to operate in complex, highly secure, and highly available environments and interact with Site Reliability Engineering (SRE) domain experts maintaining those environments.

+ Familiarity with established ITIL practices such as Incident, Change, Problem, and Release Management.

+ Excellent English communication skills (written and verbal) and interpersonal skills, with a desire to mentor other members of the support team and share technical knowledge in a helpful and timely fashion.

+ Experience logging issues and working with issue tracking tools such as Jira.

+ Ability to work effectively as part of an agile team, actively communicate status, and complete deliverables on schedule with a strong sense of initiative and ownership.

+ Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.

+ Ability to work effectively and collaborate within a geographically distributed, global team.

The salary range for this position is $84,400.00 - $134,970.00. 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 (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/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 work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. 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.

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.

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 different 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 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** **[email protected]** **.** **General inquiries, such as those regarding the status of a job application, will not receive a reply.