Red Hat Software Hiring for Technical Support Engineer Job at Brisbane Full Time

What you will do:

• Act as the direct contact and adviser for customer inquiries about Red Hat ENterprise LInux and Cloud Storage Products such as Red Hat Ceph Storage and Red Hat OpenShift Data Foundation through our Customer Portal as well as by phone, using remote access tools and different partner channels.
• Deliver an exceptional customer experience by using professional communication, applying product knowledge and deep troubleshooting to resolve a variety of issues
• Quickly be able to analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner
• Perform technical troubleshooting using tools like curl, strace, wireshark, and kernel crash analysis, to investigate and resolve technical issues with components such as system performance issues, networking and configuration.
• Collaborate with other support engineers, internal teams and external parties during the problem resolution process
• Record customer interactions including investigation, troubleshooting, and resolution of issues, to document diagnostic steps and issue resolution to create reusable solutions for future incidents
• Manage incident and issue workloads, to ensure that all customer issues are handled and resolved in a timely manner.
• Strong work ethic, able to work as part of a team and focus on customers and fixing their issues
• Be available to perform weekend shift duties on a rotational schedule
• Contribute to regional or global initiatives or projects if needed

What you will bring:

• Experience providing Enterprise level technical support; experience providing support to customers consuming Paas or Saas technologies is a plus
• Experience working with hosted platform environments, managed application services, or large scale application deployments.
• Background in Linux or Unix operating systems.
• Proficient with Linux troubleshooting tools such as curl, wireshark and crash analysis

• Familiarity with cloud technologies and platforms such as Azure, AWS, GCP, containers, and Kubernetes

• Familiar with developer workflows, Continuous Integration (Jenkins) and Continuous Deployments paradigms are a plus
• Comfortable with logging issues and working with issue tracking tools such as Jira
• Commitment to providing the best experience possible for Red Hat’s customers

• Prior experience with CRI-O, Kubernetes, containers and Open vSwitch, are a plus

• Language, scripting or programming experience in C++ , Bash, Perl, Python, Java, or Ruby are a plus.