- Act as the direct contact and adviser for customer inquiries about Red Hat OpenShift Container Platform through our Customer Portal as well as by phone, using remote access tools and different partner channels.
- Deliver an exceptional customer experience by using professional communication, applying product knowledge and deep troubleshooting to resolve a variety of issues
- Quickly be able to analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner
- Perform technical troubleshooting using tools like curl, strace, wireshark, and kernel crash analysis, to investigate and resolve technical issues with components such as CRI-O, networking, system performance issues, Kubernetes, OpenShift Container Platform, and RESTful API calls.
- Collaborate with other support engineers, internal teams and external parties during the problem resolution process
- Record customer interactions including investigation, troubleshooting, and resolution of issues, to document diagnostic steps and issue resolution to create reusable solutions for future incidents
- Manage incident and issue workloads, to ensure that all customer issues are handled and resolved in a timely manner.
- Strong work ethic, able to work as part of a team and focus on customers and fixing their issues
- Be available to perform weekend shift duties on a rotational schedule
- Contribute to regional or global initiatives or projects if needed
- Experience providing Enterprise level technical support; experience providing support to customers consuming Paas or Saas technologies is a plus
- Experience working with hosted platform environments, managed application services, or large scale application deployments.
- Background in Linux or Unix operating systems.
- Proficient with Linux troubleshooting tools such as curl, wireshark and crash analysis
- Familiarity with cloud technologies and platforms such as Azure, AWS, GCP, containers, and Kubernetes
- Prior experience with CRI-O, Kubernetes, containers and Open vSwitch, are a plus
- Familiar with developer workflows, Continuous Integration (Jenkins) and Continuous Deployments paradigms are a plus
- Comfortable with logging issues and working with issue tracking tools such as Jira
- Commitment to providing the best experience possible for Red Hat’s customers
- Scripting or programming experience in Bash, Perl, Python, Java, or Ruby are a plus.
Company
Red Hat Software
Australia
Location
Remote Position
(From Everywhere/No Office Location)
Job type
Full-Time
Python Job Details
About the job:
Support Delivery (SD) is Red Hat's customer facing support organization. We provide high quality technical support to Red Hat customers, as well as partner customers, around the globe across many Red Hat product lines. Support Delivery is dedicated to resolving issues quickly and efficiently.
In this role, you will be challenged in providing high-level technical support to maximize up-time and reduce costs for enterprise customers. You will collaborate with our customers, internal teams, architects to troubleshoot complex and challenging issues. You will partner closely with development engineering teams and work alongside some of the brightest developers in the open source community. This position is a great opportunity to join one of the fastest growing enterprise software and services companies, and the leader in open source software.
What you will do:
#LI-VH1 #LI-REMOTE
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