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What will you do:
Act as the direct contact and adviser for customer inquiries about the Red Hat OpenShift Container Platform through our Customer Portal as well as 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
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
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
Be available to perform weekend shift duties on a rotational schedule when needed
Contribute to regional or global initiatives or projects if needed
What will you bring:
Experience with automation tools or scripting languages like Ansible, Bash, or Python
Experience with networking technology through server, switch, or appliance configuration, key networking protocols, tunneling technologies, switching, and routing
Solid networking basics (TCP/IP) in Linux networking
Proficient in Linux operation and administration
Ability to quickly learn new technologies
Experience with container related technologies like docker, podman, LXC, cri-o, runc
Familiarity with open source projects like Git workflows
Good written and verbal communication skills in English
Open source mentality and a passion about open source
Excellent troubleshooting skills
Ability to correlate errors with code, to create reproducer environments and open bug reports
Ability to translate between customer needs and requirements, and Red Hat's team of developers
The following are considered a plus:
Experience with Kubernetes technologies like etc-d, Kubernetes API, Operators
Experience with Red Hat OpenShift
Experience with software defined networking on Linux, Open vSwitch (OVS), and Open Virtual Network (OVN)
Experience using, supporting, or troubleshooting various virtual network functions (VNFs) or cloud-native network functions (CNFs)
Red Hat Certified Engineer (RHCE) or equivalent Red Hat Enterprise Linux (RHEL) knowledge
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