דרושים Senior Cloud Technical Support Engineer ב-Red Hat ב-Mexico, Colima City

What you will do:

• Provide high level technical support to your customers through web-based support and phone support

• Meet with your customers on a regular basis to ensure that Red Hat is aligned to the customer’s support priorities

• Work with other Red Hat teams engaged with your customers

• Perform technical diagnostics and troubleshoot customer technical issue to develop solutions for customer issues

• Exceed customer expectations with outstanding communication and customer service

• Consult with and develop relationships with Red Hat engineering teams to guide solutions and improve customer satisfaction

• Share your knowledge by contributing to the global Red Hat Knowledge Management System; present troubleshooting instructions and solutions to other engineers within Red Hat

What you will bring:

• Ability to communicate clearly and effectively with your customer across technical and non technical communications

• Excellent troubleshooting and debugging skills

• A passion for technical investigation and issue resolution

• Linux system administration experience, including system installation, configuration, and maintenance

• Basic knowledge of Linux containers

• Working experience with container-related technologies (Kubernetes, OpenShift, etc.)

• Extensive experience working in a Linux environment

• Proficient written and verbal English communication skills

The following are considered a plus:

• Experience with container orchestration (kubernetes)

• Experience with cloud services such as AWS, Azure, GCP

• Knowledge of Ansible and YAML

• Linux scripting experience

• Understanding of typical change window/ change controls

• Prior Red Hat Certified Engineer (RHCE) or other Linux certifications; A successful associate in this role is expected to be able to pass the RHCE certification within 90 days

• Experience with AWS (preferred) , GCP, or Azure

• Experience with microservices architecture and concepts including APIs, versioning, monitoring, etc.

As a Technical Support Engineer, you will provide an important level of technical assistance to ensure that our highly-valued customers get the most out of the product. This position extends well beyond product support as you will take on the role of trusted partner to our customers. 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 and engineering teams to address multi-product issues and must have an acute understanding of the impact of mission critical activities. This is a highly skilled position that requires an engineer with initiative.

What you will do

• Act as the direct contact and adviser for customer inquiries about Red Hat OpenShift Platform 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 within the designated service-level agreement (SLA)

• 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

• Contribute to regional or global initiatives or projects

• Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain

What you will bring

• Professional experience with configuring and troubleshooting OpenShift or Kubernetes with all of its components such as logging, monitoring, networking, storage

• Professional experience with container related technologies like D ocker, Podman, LXC, CRI-O, runc

• Experience handling technical issues when escalated

• Experience with automation tools or scripting languages like Ansible, Bash, or Python

• Professional experience with networking technology through server, switch, or appliance configuration, key networking protocols, tunneling technologies, switching, and routing

• Proficient in Linux operation and administration

• Passion for problem-solving and investigation of the most complex customer and technical problems

• Good written and verbal communication skills in English

Following is considered a plus:

• Experience with OpenShift clusters in Baremetal is a plus

• Having any of the following Red Hat Certifications is a plus: Red Hat Certified Engineer (RHCE), Containers & Kubernetes (DO180)/Operating a Production Kubernetes Cluster (DO280), Scaling Kubernetes Deployments in the Enterprise (DO380)

• Knowledge of Linux Kernel is a plus

• Strong networking knowledge; networking security is a plus

What you will do:

• Serve as the direct support for IBM customer inquiries about the Red Hat OpenShift Container Platform handed over from IBM product support teams.

• Use IBM and Red Hat ticketing systems and support tools to assist customers directly.

• Analyze issues to identify problems and communicate corrective actions and resolutions to customers.

• Collaborate with support engineers, technical account managers, internal teams, and external parties during problem resolution.

• Deliver exceptional customer experience by troubleshooting various issues and recommending solutions professionally and courteously.

• Document diagnostic steps and create reusable solutions for future incidents

• Perform weekend and holiday shift duties on a rotational schedule when needed.

What you will bring:

• 3+ years of experience working as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service

• 3+ years of experience working with Linux or Unix operating systems, including system installation, configuration, and maintenance; Red Hat Certified Engineer (RHCE) qualification is a big plus

• Familiarity with technologies like Red Hat OpenShift Container Platform, Kubernetes, containers, IT automation, and cloud management

• Experience working with hosted applications or large-scale application deployments

• Good understanding of Linux tools with an emphasis on cURL, Git, Strace, and Wireshark

• Troubleshooting skills and a passion for problem-solving and investigation

• Outstanding communication skills in English with the ability to communicate courteously and effectively with customers, colleagues, and third-party vendors

• Ability to handle multiple priorities and work under pressure

• Commitment to providing the best experience possible for Red Hat’s customers

The following are considered a plus:

• Bachelor's degree in a technical field, preferably engineering or computer science

• Experience with technologies like Open vSwitch, JBoss, Apache Tomcat, Go, Angular.js, Node.js, Ruby, Python web frameworks, and .NET framework

• Experience with source code management tools

• Knowledge of technical support systems and tools

• Familiarity with Red Hat’s solutions portfolio and open-source software development

• Participation in open-source projects, including patches submitted for upstream inclusion

What you will do:

• Ensure that customers get the maximum value from and easily use our products and subscriptions

• Support customers by responding within the designated service-level agreement to inquiries

• Investigate and troubleshoot issues and developing solutions for our customers while understanding their business needs

• Exceed customer expectations by providing outstanding customer service and provide regular updates to ensure they are satisfied with our support service

• Collaborate with engineers and developers to develop creative solutions for customers, including product fixes

• Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain

What you will bring:

• 3+ years experience as a support, sustaining, or development engineer or other directly related experience within an enterprise environment

• Excellent understanding of Linux and UNIX; basic Linux system administration experience is greatly preferred

• Exceptional command of English with strong written and oral communication skills.

• Fundamental understanding of Kubernetes and/or Openshift

• Experience with Podman, Docker, Kubernetes, Openshift or a combination of each

• Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation

• Ability to communicate clearly and effectively with customers that have various levels of technical expertise

• First-rate customer service skills; prior help desk experience or customer-focused experience is preferred

• Knowledge of installation, networking, firewall, security, clustering, web servers, and databases using Linux is greatly preferred

• Experience with non x86_64 architectures (ppc64, s390x, arm) would be beneficial

• Some previous software scripting or programming experience would be beneficial

• Ability to multitask, prioritize, and work well under pressure

• Bachelor's degree or equivalent experience within the enterprise IT sector

• A Red Hat Certified System Administrator (RHCSA) is required but can be obtained after starting

• A Red Hat Certified Engineer (RHCE) certification is a strong bonus

You will lead the design and development of scalable AI workloads that address the demands of diverse markets and industries globally with a special emphasis on the LATAM needs, including finance, telecommunications, manufacturing, and healthcare.

As a Senior AI Architect, you’ll also contribute to building regional expertise by mentoring architects and consultants, crafting repeatable delivery methodologies, and representing Red Hat as an industry leader in AI technologies.

At 3 months, be prepared to:

• Gain in-depth knowledge of Red Hat technologies by completing enablement programs focused on OpenShift and Red Hat AI platform.

• Scope and deliver consulting engagements for customers, applying Red Hat's expertise in containerization and AI technologies.

• Support regional consulting and sales teams in early customer engagements to scope solutions and articulate AI’s value proposition.

Within 6 months, be ready to:

• Lead the design and implementation of customer solutions on AI Platform. Develop expertise in areas such as distributed workloads, hardware accelerators at scale, or ISV partner integrations in LATAM markets.

• Collaborate with product engineering and sales teams to align customer feedback with Red Hat’s solutions roadmap.

• Collaborate with consultants in delivering high-quality AI projects.

Within 12 months, be contributing to broader regional and global objectives by:

• Driving the adoption of global AI best practices and methodologies across LATAM, enabling scalable and repeatable AI platform deployments.

• Engaging in active participation and contributing to the Red Hat AI community of practice by sharing lessons learned, best practices, and technical expertise.

• Representing Global in LATAM AI strategy discussions and contributing regional perspectives to Red Hat’s technology vision.

• Developing AI solutions tailored to the unique needs of LATAM customers with global vision.

What you will bring:

• Bachelor's degree or higher in computer science or a related technical field.

• Experience leading successful AI consulting engagements in the LATAM region or similar markets.

• Proven ability to architect and design complex solutions in rapidly evolving technology environments.

• The ability to stay on top of emerging solutions for AI and the ability to learn those technologies quickly.

• Experience with modern predictive and generative AI techniques.

• Strong application architecture and development expertise.

• Deep expertise with Red Hat OpenShift/Kubernetes and open source AI community projects such as Kubeflow, PyTorch and vLLM.

• Familiarity with AI use cases in industries such as finance, telecommunications, healthcare, or retail within LATAM.

• Demonstrated ability to advise senior IT and business executives, including experience presenting to C-level stakeholders.

• Hands-on experience with agile, DevOps, and MLOps methodologies.

• Excellent communication and presentation skills tailored to diverse cultural and professional audiences.

• Willingness to travel across LATAM (up to 35% of the time).

What you will do:

• Ensure that customers get the maximum value from and easily use our products and subscriptions

• Support customers by responding within the designated service-level agreement to inquiries

• Investigate and troubleshoot issues and developing solutions for our customers while understanding their business needs

• Exceed customer expectations by providing outstanding customer service and provide regular updates to ensure they are satisfied with our support service

• Collaborate with engineers and developers to create innovative solutions for customers, including product fixes

• Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain

What you will bring:

• 5+ years experience as a support, sustaining, or development engineer or other directly related experience within an enterprise environment

• Excellent understanding of Linux and UNIX; Operational Linux system administration experience is greatly preferred

• Advanced troubleshooting and debugging skills, with a passion for problem solving, solution oriented investigation, and continuous learning

• Ability to communicate clearly and effectively with customers that have various levels of technical expertise

• First-rate customer service skills; prior help desk experience or customer-focused experience is preferred

• Strong bilingual communication skills in the English and Spanish languages

• Knowledge of installation, networking, firewall, security, clustering, web servers, and databases using Linux is greatly preferred

• Experience with non x86_64 architectures is an optional benefit

• Experience with clustering solutions such as Pacemaker, Veritas, Service Guard, or other High Availability software would be beneficial

• Some previous software scripting or programming experience would be beneficial; experience in bash, python and/or C would be preferred.

• Ability to multitask, prioritize, and work well under pressure

• Ability to work both independently and as part of a team

• Bachelor's degree or equivalent experience within the enterprise IT sector

• A Red Hat CertifiedSystem Administrator (RHCSA) is required but can be obtained after starting

• A Red Hat Certified Engineer (RHCE) certification is a strong bonus

In this role you will be challenged in providing high-level technical support to telecom operators to help maximize up-time. Also, critical to this role is the need for an acute understanding of the impact of mission critical activities in CLOUD.

What you will do:

• Act as the direct contact and adviser for customer inquiries about CBIS / NCS 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 be able to 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.

• Excellent troubleshooting skills and passion for problem solving and investigation.

• Capability to front-ending the customer/internal stake holders 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 fixing their issues.

What you will bring:

• 5 + years of experience as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service.

• 5+ years of experience working with Linux or UNIX operating systems.

• Proficient with Kubernetes internal architecture and sound knowledge of container technologies and the tools and challenges around them

• In-depth understanding of “Cloud” technologies and Telecom ecosystem, Open Stack Architecture, and the components. Experience in telco cloud (e.g. NFV Architecture, ETSI MANO, OpenStack, SDN, Open-O, ONAP, SRIOV, OVS, DPDK, Performance tool like Zabbix, ceilometer, Storage (CEPH storage), Virtualization)

• Experience in Elasticsearch, Fluentd and Kibana (ELK)/ Elasticsearch, Logstash and Kibana (ELK).

• Good Hands-on experience on Python and Scripting Languages (Perl/bash shell) etc.

• Strong Networking knowledge, Security is a plus.

• English (Must be fluent in speaking, reading, and writing). All communications and documentations are done in English.