Cloud Support Engineer - Telecom PaaS

Job ID: 101395
Workday ID: R-036968
Category: Software Engineering, Technical Support, User Experience

About the job

The Red Hat Telecom, Media and Entertainment (TME) support engineering group is adding a Cloud Support Engineer with a strong background in Platform as a Service technologies to support Nokia CloudBand Infrastructure Software (CBIS) and Nokia Container Services (NCS). Red Hat's technical support engineering is a customer facing support organization that provides high quality technical support to customers around the globe across all Red Hat product lines and is dedicated to resolving issues quickly and efficiently. As a Cloud Support Engineer, you will be challenged in providing high-level support to telecom operators to help maximize up-time. You will regularly collaborate with the customer's support teams to troubleshoot complex and challenging issues and join troubleshooting and technical discussions sessions to address technical topics. In this role you'll work closely with application teams to address multi-product issues and must have an acute understanding of the impact of mission critical activities in the cloud. Work location is flexible, Red Hat has offices across the U.S. and well-qualified, home-based engineers in the U.S. and Canada will also be considered to work remotely.

What you will do

Act as the direct contact and adviser for customer inquiries about CloudBand Infrastructure Software and Nokia Container Services products via ticketing tool, by phone and using remote access tools
Deliver an exceptional customer experience by using professional communication, applying existing knowledge, and deep troubleshooting to resolve a variety of issues
Quickly analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner
Collaborate with other support engineers and other internal teams and external parties during the problem resolution process
Ability to multitask, prioritize, and work under pressure
Outstanding troubleshooting skills and passion for problem solving and investigation
Capability to front-ending the customer and internal stakeholders at the senior management level
Document diagnostic steps and create reusable solutions for future incidents
Ability to work as part of a team and focus on customers and solving their issues
Be available to perform weekend shift duties on a rotational schedule when needed
Contribute to regional or global initiatives or projects
Fish-bone analysis for high impact service interruptions

What you will bring

5+ years of experience working as a support or development engineer for a Platform-as-a-Service provider or hosting service
5+ years of experience working with Linux or Unix operating systems
Experience deploying in the data center, including upgrades, updates and disaster recovery
Proficient with Kubernetes internal architecture and sound knowledge of container technologies and the tools and challenges around them
In-depth understanding of cloud technologies, telecom ecosystem, OpenStack architecture and components
Experience in telco cloud, including NFV Architecture, ETSI MANO, OpenStack, SDN, Open-O, ONAP, SR-IOV, OVS-DPDK, etc.
Experience with performance and monitoring tools like Zabbix and Ceilometer,
Experience with Elasticsearch, Fluentd, and Kibana (EFK) and Elasticsearch, Logstash, and Kibana (ELK)
Experience with Ceph storage and virtualization
Hands-on experience with Python and scripting languages, like Perl and bash
Strong networking knowledge; networking security is a plus

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About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact. Opportunities are open. Join us.

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