Red Hat Senior Technical Support Engineer - Middleware in Beijing, China
At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
Provide excellent customer support experience for our enterprise subscription customers. The Red Hat Customer Experience and Engagement (CEE) team is looking for a Senior Technical Support Engineer to join us in Beijing, China. In this role, you will help the technical support team resolve issues quickly and efficiently. You’ll collaborate with our customers' top developers and architects and our support engineers and developers for complex and challenging issues. You'll also have the opportunity to partner closely with development engineering teams and work alongside some of the brightest developers in the open source community, as well as with Red Hat’s key strategic cloud partners to jointly solve multi-vendor customer issues. As a Senior Technical Support Engineer, you will get an opportunity to work in one of the fastest-growing enterprise software and services companies and the global leader of open source software.
Primary job responsibilities
Serve as a trusted advisor to customer inquiries via online Customer Portal and phone regarding Red Hat JBoss Middleware and Red Hat Openshift Container Platform
Analyze and troubleshoot to identify problem areas and recommend corrective actions and resolutions to customers
Work on problems of difficult and diverse scope by using good judgment in selecting methods and techniques for obtaining solutions
Deliver an exceptional customer service experience
Collaborate with internal support engineers and developers and external parties to produce creative solutions
Record customer interactions like investigation, troubleshooting, and resolution of issues
Contribute to the Red Hat’s knowledge management system
4+ years of professional JEE platform experience
Experience with one of the software solutions like FuseSource, IBM WebSphere MQ, HornetQ, or Apache ActiveMQ
Experience with one or several JEE or application server technologies like JMS, Web Services, SOAP, REST, servlets, JSP, JDBC, Hibernate, Struts, Teiid, metametrix, Arquillian, Drools, Apache Tomcat or DataSource, Apache Camel, Karaf, or Fabric
Solid troubleshooting and debugging skills; passion for problem-solving and investigation
Ability and willingness to learn new open source middleware technologies
Clear and effective written and verbal communications skills in English and Mandarin
Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat’s internal associates
Bachelor’s degree and above in engineering or computer science
The following are considered a plus:
Solid understanding of Java programming APIs and popular Java frameworks
Experience with Red Hat Openshift Container Platform
Experience in Kubernetes and container technologies
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Job ID 64146
Category Technical Support