Technical Support Engineer

7 months ago

Auckland City, New Zealand Red Hat, Inc. Full time

The Red Hat Enhanced Solution Support (ESS) team is looking for an OpenStack Technical Support Engineer to join us in New Zealand. In this role, you will troubleshoot and resolve customer technical issues through a web portal and over the phone to provide production technical support for hybrid cloud solutions, mainly Red Hat OpenStack Platform. You will also partner closely with the Engineering team and Red Hat's key strategic cloud partners to jointly solve multi-vendor customer issues. This is a great opportunity to join one of the fastest growing enterprise software and services companies and work alongside some of the most talented engineers in the open source world.

What you will do
- Provide technical support to Red Hat's enterprise customers mainly for Red Hat OpenStack platform, via web portal, phone, and chat
- Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues
- Maintain a commitment to providing a premium experience for Red Hat's customers
- Consult and develop relationships with in house engineers and developers to promote creative solutions and improve customer satisfaction
- Commitment to maintain the Red Hat Service Level Agreement with their Customer

What you will bring
- Contribute to the global Red Hat knowledge database while working on customer issues
- Bachelor's or higher degree in a technical field, preferably in engineering or computer science
- Excellent written and verbal communication skills in English
- Ability to communicate clearly and concisely to customers with various levels of technical experience
- 2+ years experience with Unix/Linux system administration along with strong networking knowledge.
- Proven Experience with any Virtualization technology.
- Proven experience with Linux/Unix operating system installation, configuration, upgrades, and maintenance

The following are considered a plus:

- Experience with Red Hat OpenStack/Virtualization installation, configuration, upgrades, and maintenance
- Red Hat Certification
- Other Vendor Virtualization certification
- Python programming experience and Upstream involvement in open source projects and patches submitted for upstream inclusion
- Excellent troubleshooting skills; passion for problem-solving and open source technology

LI-SH4 #LI-REMOTE

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.

Diversity, Equity & Inclusion at Red Hat

Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)

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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