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Red Hat Software Looking for Principal Technical Support Engineer at Pune, Maharashtra Full Time
About the job:
The Red Hat Customer Success and Services (CSS) team is looking for a Principal Technical Support Engineer to join us in Pune or remotely in India. In this role, you’ll provide an excellent customer support experience for our enterprise subscription customers. You will be a trusted adviser to customers, partner closely with them, and help us continually prove our value as you troubleshoot and resolve their technical issues. You’ll work with the entire portfolio of Red Hat cloud computing solutions to meet the customer business needs. As a Principal Technical Support Engineer, you’ll work with key customers 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.
The Red Hat Customer Success and Services (CSS) team is looking for a Principal Technical Support Engineer to join us in Pune or remotely in India. In this role, you’ll provide an excellent customer support experience for our enterprise subscription customers. You will be a trusted adviser to customers, partner closely with them, and help us continually prove our value as you troubleshoot and resolve their technical issues. You’ll work with the entire portfolio of Red Hat cloud computing solutions to meet the customer business needs. As a Principal Technical Support Engineer, you’ll work with key customers 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.
What you will do:
Ensure that customers get the maximum value from Red Hat OpenStack Platform solutions and use them easily
Troubleshoot the customer issues of Red Hat OpenStack Platform in production environment
Provide issue resolution to strategic customers over various support channels
Develop solutions for our customers while understanding their business needs
Exceed customer expectations by providing outstanding customer service
Keep our customers updated and ensure they are satisfied with our support
Collaborate with other engineers to develop creative solutions for our customers
Share your knowledge in 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 case review conference call with customers when needed
What you will bring:
Troubleshooting skills in Red Hat OpenStack Platform
6+ years of Linux or UNIX system administration experience
Working knowledge of compute, storage, and network in relation to Red Hat OpenStack Platform
Troubleshooting and deployment knowledge of Red Hat OpenStack Platform
Bachelor’s degree or equivalent experience working within the enterprise IT sector
Technical knowledge of and experience with the Linux kernel and networking
Fundamental understanding of the Red Hat OpenStack Platform architecture and administration experience across all working components
Advanced troubleshooting and debugging skills with a passion for problem solving and investigation
Demonstrated customer service experience or prior technical support experience; willingness to go above and beyond in assisting customers
Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support
Red Hat certification like Red Hat Certified System Administrator (RHCSA) in Red Hat OpenStack or Red Hat Certified Engineer (RHCE) or willingness to pursue a Red Hat certificate within first 90 days in this role
Ability to deal with rapid change and limited structure
Proven ability and willingness to learn new open source technologies
Excellent written and verbal communication skills in English
The following are considered a plus:
Previous experience with Ceph or Gluster storage
Relevant industry experience with software defined networking (SDN), network function virtualization (NFV), and cloud networking
Professional experience with the telco industry
Scripting or programming experience in languages like Bash, C, or Python
#LI-SM2
About Red Hat:
Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
