The Red Hat Customer Experience and Engagement Solution team is looking for a Technical Support Engineer to join us remotely in the Europe, the Middle East, and Africa (EMEA) region. In this role, you will provide an excellent customer support experience for our enterprise subscription customers. You’ll become a trusted adviser to enterprise-level customers, partner closely with them, and help us continually prove our value as you troubleshoot and resolve their technical issues for the portfolio of Red Hat’s cloud computing solutions to meet customer business needs both online and over the phone. As a Technical Support Engineer, you will work with key customers remotely to build a relationship of trust and confidence between Red Hat and the customer engineering, development, and operations teams. You will also partner closely with the Engineering team and Red Hat's key strategic cloud partners to jointly solve multi-vendor customer issues. This is a great opportunity to work alongside some of the most talented engineers in the open-source world.

What will you do:

• Provide technical support to Red Hat's enterprise customers mainly for Red Hat OpenStack Platform, via web portal, phone, and chat.

• Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues.

• Collaborate with in-house engineers and developers to develop creative solutions for our customers, including deployment changes, bug fixes, and product improvements.

• 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.

What will you bring:

• Fundamental understanding of Red Hat OpenStack Platform architecture and administration; experience managing OpenStack components.

• Linux or UNIX system administration experience.

• Technical knowledge and professional experience with Linux and networking.

• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation.

• Demonstrated premium customer service experience or prior technical support experience; desire to go above and beyond in assisting customers.

• Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support.

• The following are considered a plus:

• Knowledge of virtualization, libvirt, and QEMU or KVM

• Red Hat Ceph Storage or data storage in the cloud experience

• Knowledge of Kubernetes, or Docker, or other container-related technologies

• Scripting or programming experience in languages like Bash or Python

• Knowledge of configuration-management software like Red Hat Ansible Automation Platform or Puppet

• Software-defined networking (SDN), network functions virtualization (NFV), and cloud networking experience

• Professional experience within the telco industry

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

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About Red Hat

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 have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. 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. Opportunities are open. Join us.

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