- Acknowledge, research, identify, and resolve user issues and requests reported in ticket tracking systems as a primary owner with responsibility for user experience, customer satisfaction and time to acknowledge and resolve
- Execute planned tasks in a dynamic environment while following agile best practices
- Monitor, report, communicate and follow up on incidents related to the platform's back-end infrastructure and assets
- Analyze, report on, and improve on Ansible-based automation tooling
- Manage the lab, workshop, and demo lifecycle in collaboration with development, sales, training, and product management teams Elaborate and improve support and operational documentation and processes in our KB and other tools
- Independent, self-motivated, and committed professional with traceable experience of at least 3 years in the IT industry in support-oriented positions
- Experience with OpenShift Container Platform
- Experience with Ansible Automation
- Experience handling customer requests in ServiceNow or a similar ticketing tool.
- Experience using Jira or similar tools
- Excellent time management, decision-making, interpersonal, and organizational skills
- Solid verbal and written English communication skills
- Ability to work well as part of a remote team and to collaborate with others to solve problems
- Comfortable following documented procedures and troubleshooting guides, as well as creating or improving documentation when needed
- Familiarity with public cloud providers (AWS, Azure, Google, IBM Cloud) including management and usage/cost reporting of deployed resources
- Experience with containers, Kubernetes, and virtualization in an enterprise environment
- Ability to automate tasks with Ansible, Bash, Python or similar languages, as well as familiarity with programming concepts, especially around version control systems and repository management
- Experience debugging and analyzing logs
- Experience with Incident and Change Management in an enterprise production environment
- Experience in a home-office environment complying with a follow-the-sun support format
Red Hat Certified Engineer (RHCE), or equal combination of skills and experience- Additional verifiable credentials in Virtualization and/or Kubernetes administration, such as VMware Certified Professional, Red Hat Certified Specialist in OpenShift Administration, or similar
- Azure/AWS/GCP Certified
- Familiarity with Systems Management tools, package management, and languages like Satellite, Katello/Candlepin/Pulp/Foreman suite
- Familiar with F/OSS Authentication, Authorization, and Encryption tooling such as Kerberos Domain administration, LDAP systems, FreeIPA/RHEL IdM, and DogTag/RH Certificate System
- Monitoring with Icinga, Nagios and Zabbix
- Logging system tooling such as the ELK stack or similar systems
- Building dashboards with Grafana
Company
redhat
Australia
Location
Remote Position
(From Everywhere/No Office Location)
Job type
Full-Time
Python Job Details
About the job
The Red Hat RHPDS (Red Hat Product Demo System) team is looking for a Technical Support Engineer based in Australia or New Zealand to provide remote support for Red Hat Partners and Internals using cloud-based lab and demo environments. In this role, you will respond to support cases according to ticket priorities, making an active effort to achieve acknowledgment and resolution time targets. You will support the development, testing, release, maintenance, and retirement of platform assets as well as troubleshooting issues and communicating with impacted users and stakeholders. This will also involve collaborating to support the rollout and implementation of new features and functionalities designed and developed by an innovative, agile and fast-paced team.
What you will do
What you will bring
The following are considered a plus, but not essential
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