Red hat Software Maintenance Engineer- Openshift 

Portugal, Miragaia e Marteleira 

300595929

What will you do?

• 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

• Partner with the Red Hat OpenShift Container Platform developer communities, Engineering teams, and partner teams to resolve technical issues

• Analyze current customer reported defects and work with Engineering to identify and develop patches that resolve issues

• Work closely with and assist technical support engineers and other internal teams

• Act as the direct contact and adviser for customer inquiries about Red Hat’s products through our Customer Portal, as well as by phone, using remote access tools and different partner channels.

• Demonstrate considerable judgment in selecting methods and techniques to obtain solutions

• Proficient at applying deep technical troubleshooting using tools like curl, strace, wireshark, and kernel crash analysis, to investigate and resolve technical issues with technologies such as CRI-O, networking, system performance issues, Kubernetes, OpenShift Container Platform, and RESTful API calls.

• Record customer interactions including investigation, troubleshooting, and resolution of issues, to help document diagnostic steps and issue resolution to create reusable solutions for future incidents within the Knowledge Base

• Assist technical support engineers in the development of comprehensive and reusable self-service 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

• Maintain a commitment to providing the best experience possible for Red Hat customers

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

• Contribute to regional or global initiatives or projects if needed

What will you bring?

• Experienced at providing Enterprise level technical support to customers consuming PaaS or SaaS technologies.

• Experienced background with Linux, or Unix operating systems.

• Strong proficiency with Linux troubleshooting tools such as curl, strace, wireshark, and crash analysis

• Experience working with hosted platform environments, managed application services, or large scale application deployments.

• Prior experience with Azure, CRI-O, Kubernetes and openvswitch, are highly valued

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

• Developer experience with programming languages such as Go, Python (web frameworks), .NET and C are highly valued as well as demonstrated experience writing patches and submitting git pull requests.

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

• Upstream involvement in open source projects (patches submitted for upstream inclusion) is a plus

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