Job details

Technical Support Engineer - Red Hat Ceph Storage

About the job:

The Red Hat Ceph team is looking for an experienced, enterprise-level engineer with a background in Ceph and software-defined storage (SDS) technologies to join us remotely as a Technical Support Engineer in North America. In this role, you will provide technical support and sustaining engineering services to enterprise customers. Unlike most software companies, we don't sell software licenses or break-fix pay-per-incident support, but subscriptions that include an unlimited number of support incidents, product documentation, security patches and updates, and upgrades to the newest versions of our software. As a Technical Support Engineer, you’ll work closely with enterprise customers, developers, and architects while collaborating with Red Hat engineering teams to solve complex and challenging technical issues. You will help us continually prove our value to customers while becoming an expert in software-defined storage technologies. Well-qualified, home-based applicants throughout the U.S. and Canada will be considered to work remotely where Red Hat is registered to do business.

#LI-REMOTE #LI-AL2

What you will do:

Serve as the direct contact and adviser for customer inquiries about Red Hat Ceph Storage offerings
Deliver an exceptional customer experience by using professional communication skills, applying existing knowledge and deep troubleshooting to resolve a variety of issues
Partner with Red Hat’s strategic cloud partners to jointly solve multi-vendor customer issues
Continually work on troubleshooting skills and keep up with the latest technology trends
Collaborate with in-house engineers and developers to remedy issues, promote creative solutions, and improve customer satisfaction
Regularly contribute to Red Hat’s global knowledge management system
Frequently partner with colleagues on various projects; be a respected member of the global team
Work with ticketing systems and tools to directly assist RHCS customers while cooperating with other Red Hat’s engineers and teams
Be available to perform weekend shift duties on a rotational schedule
Contribute to the open source community and to the code of our offerings

What you will bring:

Linux experience at a Red Hat Certified System Administrator (RHCSA) or Red Hat Certified Engineer (RHCE) level
Excellent system administration skills and experience working in technical support or in customer-facing roles
Strong knowledge of container technologies
Experience with software-defined storage technologies; experience with Red Hat Ceph Storage preferred
Knowledge of Kubernetes, Red Hat OpenShift Container Platform, OpenShift Container Storage, or OpenShift Data Foundations is a plus
Knowledge of Red Hat OpenStack Platform is a plus
Microsoft Azure knowledge is a plus
Knowledge of software-defined storage technologies, like Gluster, Nutanix, AOS, etc.
Outstanding troubleshooting skills and passion for problem-solving and investigation
Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus
Ability to work as part of a team; must be open-minded and collaborative
Excellent verbal and written skills in English; outstanding communication skills and the ability to listen to customer issues
Ability to learn new things with a desire to further grow and enhance your technical and interpersonal skills

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