Technical Support Engineer

The Red Hat CEE Solutions team is looking for a Technical Support Engineer to join us in Pune, India. In this role, youll provide an excellent customer support experience for our enterprise subscription customers. You will be a trusted adviser to customers, partner closely with them, and help us continually prove our value as you troubleshoot and resolve their technical issues. Youll work with the entire portfolio of Red Hat cloud computing solutions to meet our customers business needs. As a Technical Support Engineer, you'll work with key customers on-site and remotely to build a relationship of trust and confidence between Red Hat and the customers engineering, development, and operations teams. You will also become an expert in one or more Red Hat solutions like Red Hat OpenStack Platform.

• 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

• 2+ years of Linux or UNIX system administration experience
• Bachelors degree or equivalent experience within the enterprise IT sector
• Technical knowledge and experience of the Linux kernel and networking
• Fundamental understanding of the OpenStack architecture and administration experience across all working components
• Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation
• Demonstrated customer service experience or prior technical support experience; willingness to go above and beyond in assisting customers
• Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support
• Red Hat certification like Red Hat Certified System Administrator (RHCSA) in Red Hat OpenStack, or Red Hat Certified Engineer (RHCE), or willingness to pursue certificate within first 90 days
• Ability to deal with rapid change and limited structure
• Proven ability and willingness to learn new open source technologies
• Excellent written and verbal English communication skills

The following are considered a plus:

• Previous experience with Ceph or Gluster storage
• Relevant industry experience with software defined networking (SDN), network function virtualization (NFV), and cloud networking
• Professional experience with the telco industry
• Scripting or programming experience in languages like Bash, C, or Python