Red Hat Senior Technical Support Engineer in Pune, India

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

Help us resolve issues for enterprise customers by providing high-level technical support and sustaining engineering services to maximize up-time and reduce IT costs. The Red Hat Support Engineering team is looking for a Senior Technical Support Engineer to join us in Pune, India. The Support Engineering team is dedicated to resolving issues quickly efficiently. In this role, you will collaborate with our customers' top developers and architects and assist our technical support engineers with complex and challenging issues. You'll also 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 like Microsoft to jointly solve multi-vendor customer issues. This position is a great opportunity to join one of the fastest growing enterprise software and services companies and the leader of open source software.

Primary job responsibilities

  • Partner with the OpenShift Online and OpenShift Origin communities to develop and review patches and test cases

  • Analyze upstream development against current customer reported defects and develop patches to resolve the issue

  • Use tools like cURL, Git, Docker, Kubernetes, strace, and Wireshark to investigate and troubleshoot technical issues

  • Record customer interactions including investigation, troubleshooting, and resolution of issues

  • Work closely with Red Hat development engineering, and assist production support engineers, and technical account managers

  • Partner with Red Hat strategic cloud partners like Microsoft to jointly solve multi-vendor customer issues

  • Demonstrate considerable judgment in selecting methods and techniques to obtain solutions

  • Maintain a commitment to providing the best experience possible for Red Hat customers

  • Manage your workload to ensure that all customer issues are handled and resolved in a timely manner

  • Assist in the development of comprehensive and reusable self-service solutions for future incidents

Required skills

  • Bachelor's degree in a technical field; engineering or computer science is preferred

  • 4+ years of experience as a support or development engineer for Platform-as-a-Service (PaaS) Provider or Hosting Service

  • 4+ years of experience with Linux or UNIX operating systems

  • Experience working with hosted applications, or large scale application deployments

  • Experience with Docker, Kubernetes, Open vSwitch, JBoss, Tomcat, NodeJS, Ruby (web frameworks), Python (web frameworks), Azure, and .NET

  • Experience with developer workflows, Continuous Integration (Jenkins), and Continuous Deployments paradigms

  • Good understanding of Linux tools, with an emphasis on cURL, Git, Docker, Kubernetes, strace, and Wireshark

  • Solid development-level experience with multiple programming languages and experience writing patches or pull requests

  • Commitment to providing the best experience possible for Red Hat customers

  • Excellent reading and writing skills in English; fluent English language skills are preferred

  • Experience with Amazon Web Services (AWS), CloudFoundry is a plus

  • Linux operating system installation, configuration, upgrade, and maintenance experience is a major plus

  • Upstream involvement with patches submitted for upstream inclusion is an advantage

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, veteran status, 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 62994

Category Technical Support