• Senior Technical Support Engineer- Ceph

    Location AU-Brisbane
    Posting date 2 months ago(9/11/2018 3:29 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

    The Red Hat Customer Experience and Engagement (CEE) team is looking for a Senior Technical Support Engineer to join us in Brisbane, Australia. In this role, you’ll provide an excellent customer support experience for our enterprise subscription customers. You will be a trusted adviser to enterprise-level 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 our customers’ business needs. As a Senior Technical Support Engineer, you'll work with key customers both on-site and remotely to build a relationship of trust and confidence between Red Hat and the customer’s engineering, development, and operations teams. You will also become an expert in one or more Red Hat solutions like Red Hat OpenStack Platform.

    Primary job responsibilities

    • Ensure customers get the maximum value from our solutions and use them easily
    • 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
    • Travel regionally to visit customers when needed

    Required skills

    • 5+ years of Linux or UNIX system administration experience
    • Bachelor’s degree or equivalent experience within the enterprise IT sector
    • Technical knowledge and experience of the Linux kernel and networking
    • Fundamental understanding of the OpenStack 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; desire 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 certificate within first 90 days
    • Ability to deal with rapid change and limited structure
    • Proven ability and willingness to learn new open source technologies
    • Excellent written and verbal English communication skills

    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

    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, veteran status, 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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