Red Hat Proactive Support Engineer - OpenShift in Madrid, Spain
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.
The Red Hat Customer Experience and Engagement (CEE) team is looking for a Proactive Support Engineer to join us in Barcelona or Madrid, Spain. In this role, you will provide excellent support and assistance for our enterprise customers. You'll become an expert on OpenShift by Red Hat solutions and you’ll support our customers business needs by ensuring that they are capable of using this offering effectively on their own. You’ll provide our customers with guidance and advise them on the use of OpenShift by Red Hat while working to understand their environments, internal processes, and business needs. As a Proactive Support Engineer, you'll adapt your support to each of our customer's environments, facilitate collaboration with their other vendors, and help them to prevent issues by deploying proactive measures.
Primary job responsibilities
Support customers by responding to incoming calls and web-based inquiries
Diagnose problems, troubleshoot customer issues, and find solutions to these issues
Manage customer cases and maintain clear and concise case documentation
Ensure that knowledge is shared through our knowledge base
Become an expert on the OpenShift by Red Hat offering
Collaborate with other engineers and developers to develop creative solutions for our customers
Gain understanding of customer technical infrastructures and environments, hardware, and offerings
Deliver proactive checks to validate that customer environments are supported and do not have any critical issues that could impact services that the customers are delivering
Bachelor's degree in a technology-related discipline; degree in computer science and engineering is a plus
3 years of experience in a technical support, software development or engineering, or quality assurance (QA) organization or Linux system administration experience
Ability to manage and grow existing enterprise customer relationships by delivering attentive, relationship-based support
Outstanding written and verbal communication skills in English; knowledge of other European languages is a plus
Ability to manage multiple issues and projects while maintain the attention to detail
Ability to communicate complex information to customers clearly and concisely
Red Hat Certified Engineer (RHCE) or other relevant certification at the same level, or willingness to pursue certification within the first 90 days of being hired
Experience with OpenShift by Red Hat or similar offerings; Kubernetes or container orchestration is a plus
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Job ID 62133
Category Technical Support