Red hat Senior Cloud Technical Support Engineer 

Mexico, Colima, Colima City 

669652061

What you will do:

• Commitment to providing exceptional customer experience by using professional communication and applying product knowledge and deep troubleshooting to perform direct actions in cluster environments to resolve various issues.

• Contribute to global initiatives and projects to constantly reduce customer effort, improve tooling, and design and write automation software to improve efficiency

• Act as the direct contact and adviser for customer inquiries and issues with their Cloud Services through our Customer Portal, conference call, and remote access.

• Proactively analyze cluster status Identify single points of failure and other high-risk architecture issues; propose and implement more resilient resolutions.

• Record customer interactions including investigation, troubleshooting, and resolution of issues, to document diagnostic steps and issue resolution to create reusable solutions for future incidents.

• Create and maintain knowledge articles aligned with the KCS (Knowledge-Centered Service) methodology

• Responsible for partnering with internal teams and external parties to deliver seamless infrastructure support for Red Hat’s Cloud Services

• 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 resolving their issues

• Be available to perform weekend shift duties on a rotational schedule.

What you will bring:

• 5+ Years in a customer facing role

• Proven experience in Infrastructure Implementation, Deployment, Administration, and Production Support of container technologies and orchestration platforms (cri-o, Kubernetes, xKS, Docker, OpenShift Container Platform)

• Experience with developer workflows, Continuous Integration (Jenkins) and Continuous Deployments paradigms

• Exceptional technical, analytical, and troubleshooting skills using tools like curl, strace, oc (kubectl), and Wireshark analysis to investigate and form precise action plans for issue remediation with components such as networking, system performance issues, Kubernetes, OpenShift Container Platform, Service Mesh, and RESTful API calls.

• Experience working with tools surrounding the Kubernetes ecosystem such as Prometheus, Grafana, FluentD, etc.

• Experience working with configuration management tools (Ansible, Terraform, etc.) and monitoring and automation tools (Ansible, Splunk, etc.)

• Proficient scripting and automation skills to convert manual and maintenance functions into fully orchestrated automation is a plus.

• Ability to operate in complex, highly secure, and highly available environments and interact with Site Reliability Engineer domain experts maintaining those environments

• Adhere to established ITIL practices such as Incident, Change, Problem, and Release Management

• Excellent communication and interpersonal skills with a desire to mentor other members of the support team, as well as share technical knowledge in a helpful and timely fashion

• Experienced with logging issues and working with issue tracking tools such as Jira.

• Ability to work as part of an agile team to actively communicate status and complete deliverables on schedule with a strong sense of initiative and ownership.

• Fluent in English and Spanish.