About the Job:
In this role, you’ll provide an excellent customer support experience for our enterprise subscription customers. You will be a trusted adviser to enterprise-level customers, partner closely with them, and help us continually prove our value as you troubleshoot and resolve their technical issues. You’ll work with the entire portfolio of Red Hat cloud computing solutions to meet our customers’ business needs. As a Senior Technical Support Engineer, you'll work with key customers both on-site and remotely to build a relationship of trust and confidence between Red Hat and the customer’s engineering, development, and operations teams. You will also become an expert in one or more Red Hat solutions like Red Hat OpenStack Platform.
What will you do?
Ensure customers get the maximum value from our solutions and use them easily
Provide issue resolution to strategic customers over various support channels
Develop solutions for our customers while understanding their business needs
Exceed customer expectations by providing outstanding customer service
Keep our customers updated and ensure they are satisfied with our support
Collaborate with other engineers to develop creative solutions for our customers
Share your knowledge in the global Red Hat knowledge management system, present troubleshooting instructions and solutions to other engineers within the domain
Manage customer cases and maintain clear and concise case documentation
Participate case review conference call with customers when needed
What will you bring?
5+ years of Linux or UNIX system administration experience
Bachelor's degree or higher in computer science or other technical discipline, or equivalent work experience
Development and deployment experience with distributed object and block stores within OpenStack environments
Strong knowledge of OpenStack architecture and administration experience across all working components.
Comprehensive understanding of Linux Kernel subsystems like networking, storage.
Adept at performance analysis/tuning.
Experience in reading code of openstack components and identifying bugs.
Capable of investigating issues around galera, rabbitmq, pacemaker on OpenStack deployments.
Well versed in fast datapath solutions in OpenStack like SRIOV, openvswitch, dpdk etc.
Capable of understanding basic networking protocols used in switches/routers.
Knowledge of Ansible, creating tripleo templates.
Solid experience with storage related OpenStack components, e.g. Cinder, Swift, and Glance
Good software development life cycle skills, as well as systems and network programming skills
Ability to read and understand complex multi-threaded kernel and user space code and relate this back to customer issues
Good understanding of Linux debugging utilities, with an emphasis on SystemTap, ftrace, strace, Wireshark, GDB, and crash
Experience dealing with scaling issues and distributed design
Experience with remote file access protocols (e.g. NFS, CIFS, or S3)
In-depth knowledge of filesystem standards, including Posix specifications
Experience with Git, GitHub, and Jenkins
Strong analytical/troubleshooting skills.
Strong communication skills and Technical Leadership.
Intermediate to expert level Python Programming skills.
Preferred: Upstream involvement in open source projects (patches submitted for upstream inclusion)
Preferred: Experience on Red Hat OpenStack Platform Director (Deployment tool)
Preferred: Working Knowledge of traffic generators like trex.
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.
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.
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