Red Hat Senior Technical Support Engineer - OpenStack and NFV in Brisbane, Australia
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 Brisbane, Australia. In this role, you will serve as 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’s cloud computing solutions to meet our customers’ business needs. As a Senior Technical Support Engineer, you'll work with key customers remotely to build a relationship of trust and confidence between Red Hat and the customer’s engineering, development, and operations teams. You’ll also become an expert in one or more Red Hat’s solutions like Red Hat OpenStack Platform.
Primary job responsibilities
Ensure customers get the maximum value from our solutions and use them easily
Resolve customer inquiries coming over phone, chat, or web within designated service-level agreement (SLA) period
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’s 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 in case review conference calls with customers when needed
5+ years of Linux or UNIX system administration experience
Bachelor’s degree or equivalent experience within the enterprise IT sector
Technical knowledge and experience of the Linux kernel and networking
Fundamental understanding of the Red Hat OpenStack Platform architecture and administration experience across all of its working components
Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
Demonstrated customer service experience or prior technical support experience; desire 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 Platform or Red Hat Certified Engineer (RHCE), or willingness to pursue certificate within first 90 days of being hired
Ability to deal with rapid change and limited structure
Proven ability and willingness to learn new open source technologies
Excellent written and verbal communication skills in English
The following are considered a plus:
Prior experience with Red Hat Ceph Storage or Red Hat Gluster storage
Relevant industry experience with software-defined networking (SDN), network function virtualization (NFV), and cloud networking
Professional experience in the telco industry
Scripting or programming experience in languages like Bash, C, or Python
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Job ID 62862
Category Technical Support