Red hat Principal Technical Support Engineer 

Mexico, Colima, Colima City 

397203797

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.

• While leading the critical issues recovery should have capability to take judgment calls quickly.

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

• 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.

• Should have in-depth knowledge of Kubernetes, Containers and Docker.

• Familiarity with Red Hat OpenShift Container Platform/Nokia Container Platform and Ansible cloud management is a plus.

• Sound knowledge of Linux operating system. Red Hat Certified Engineer (RHCE) certificate is a plus.

• Be available to perform Week or weekend shift duties on a rotational schedule when needed.

• Contribute to regional or global initiatives or projects if needed.

• Fish-bone analysis for High Impact service interruptions

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.

• Should have experience in deploying the Datacenters including Upgrades / Updates and Disaster recovery of the same.

• 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)

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

• 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.

• Troubleshooting with OS for memory and CPU utilization breaches.

• Storage knowledge like HP, EMC and IBM LUN creation, allocation and investigate performance issues.

• Experience with tcpdump, netstat and other network sniffing tools

• High Availability implementation experience; pacemaker, corosync.

• MySQL or other Database Administration

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

Exposure/Experience of Hardware platforms are a plus and include:

• HP c7k & other Platforms

• DELL HW

• Storage Array Management

• EMC VNX series hardware

• NetApp Eseries hardware knowledge is added advantage.

• Nokia Airframe hardware knowledge is added advantage.

Networking relevant skills:

• ISO model

• TCP/IP

• Ability to understand and read network config files.

• Understand netmasks, GWs, routes, ospf, static routing, lacp, trunks, vlans, vxlans.

• Proxy: familiarity, understand what it is, has ideas to resolve.

• Debug routing errors, trace E2E path.

• Understand Leaf/Switch topology.

• DNS, DHCP, NTP

Certifications preferred:

• Kubernetes

• RH Open stack

• RHEL Certified Administrator

• Storage certificate HP, EMC, IBM etc.

Red Hat (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/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 work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. 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.