• Proactive Support Engineer - OpenShift

    Location ES-Madrid
    Posting date 1 month ago(5/22/2018 7:29 AM)
    Job ID
    Technical Support
  • Company Description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    Provide outstanding support and assistance for our enterprise customers. The Red Hat Customer Experience and Engagement (CEE) team is looking for a Proactive Support Engineer to join us in Madrid, Spain. In this role, you will become an expert on OpenShift by Red Hat solutions and you’ll support our customers’ business needs by ensuring they are capable of using this offering effectively on their own. You’ll provide our customers with guidance and advise them on the use of OpenShift by Red Hat and work on understanding their environment, internal processes, and business needs. As a Proactive Support Engineer, you will adapt your support to each of our customers’ environments, facilitate collaboration with their other vendors, and help them to prevent issues by deploying proactive activities.

    Primary job responsibilities

    • Support customers by responding to incoming calls and web-based inquiries
    • Diagnose problems, troubleshoot customer issues, and find solutions to these issues
    • Manage customer cases and maintain clear and concise case documentation
    • Ensure that knowledge is shared through our knowledge base
    • Become an expert on the OpenShift by Red Hat offering
    • Collaborate with other engineers and developers to develop creative solutions for our customers
    • Gain understanding of customer technical infrastructures and environments, hardware, and offerings
    • Deliver proactive checks to validate customer environments are supported and do not have any critical issues that could impact the service the customer is delivering

    Required skills

    • Bachelor's degree in a technology-related discipline; degree in computer science and engineering is a plus
    • 3 years of experience in a technical support, software development or engineering, or quality assurance (QA) organization, or Linux system administration experience
    • Ability to manage and grow existing enterprise customer relationships by delivering attentive, relationship-based support
    • Outstanding written and verbal communication skills in English; knowledge of other European languages is a plus
    • Ability to manage multiple issues and projects while maintain attention to detail
    • Ability to communicate complex information to customers clearly and concisely
    • Red Hat Certified Engineer (RHCE) or other relevant certification at the same level, or willingness to pursue certification within the first 90 days from being hired
    • Curiosity and willingness to seek out opportunities to learn and ask questions
    • Initiative and accountability
    • Ability to embrace continuous change in the open hybrid cloud landscape
    • Experience with OpenShift by Red Hat or similar offerings, Kubernetes, or container orchestration is a plus

    Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.



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