Red Hat Senior Technical Support Engineer - Middleware in Beijing, China

Company Description

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.

Job summary

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

Required skills

  • 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

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, uniformed services, 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.

Job ID 64146

Category Technical Support