Technical Support Engineer - OpenStack
Red Hat, Inc.
Brno - FBCI
před 1 dnem

The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer to join us remotely in the Europe, the Middle East, and Africa (EMEA) region.

In this role, you will provide an excellent customer support experience for our enterprise subscription customers. You’ll become 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 for the portfolio of Red Hat’s cloud computing solutions to meet customer business needs both online and over the phone.

As a Technical Support Engineer, you will work with key customers both on-site and remotely to build a relationship of trust and confidence between Red Hat and the customer engineering, development, and operations teams.

You will also become an expert in one or more Red Hat’s solutions like Red Hat OpenStack Platform. Many of your customers will be other engineers, so developing your technical skills will be crucial.

Find out what day-to-day life of a Technical Support Engineer at Red Hat is like.

Primary job responsibilities

  • Ensure that customers get the maximum value from and easily use our solutions and subscriptions
  • Support customers by responding within the designated service-level agreement (SLA) period to incoming requests for help and problem reports, by conversations on customer portal, audio and video conference calls, and remote control sessions
  • Investigate and troubleshoot issues for our customers while understanding their business needs
  • Actively update our customers and ensure that they are satisfied with our support service
  • Collaborate with other engineers and developers to develop creative solutions for our customers, including fixes to our offerings
  • Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat 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
  • Travel regionally to visit customers when needed
  • Required skills

  • Linux or UNIX system administration experience
  • Technical knowledge of and actual experience with the Linux kernel and networking
  • Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
  • Demonstrated premium 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
  • The following are considered are a plus :

  • Fundamental understanding of Red Hat OpenStack Platform architecture and administration; experience across all of its working components
  • Scripting or programming experience in languages like Bash or Python
  • Knowledge of configuration-management software like Red Hat Ansible Automation Platform or Puppet
  • Red Hat Ceph Storage or data storage in the cloud experience
  • Knowledge of virtualization, libvirt, and QEMU or KVM
  • Knowledge of Kubernetes or Docker or other container-related technologies
  • Software-defined networking (SDN), network functions virtualization (NFV), and cloud networking experience
  • Professional experience within the telco industry
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