Senior Technical Support Engineer
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About This Role
Here is a 4-sentence summary of the key points from the job posting for the Senior Technical Support Engineer position at the Red Hat Consulting Services team: 1. Key technical requirements and skills: Strong expertise in Linux administration, cloud networking, Kubernetes, OpenStack, Docker/Containerization, Python scripting, Ansible, and root cause analysis. 2. Team/project information: The role is part of the Red Hat Consulting Services team, operating on a 24/7 follow-the-sun model and requiring on-call support. 3. Unique aspects: The position involves leading the investigation and resolution of complex, high-severity customer issues across the entire cloud stack, as well as developing automation to improve service efficiency. 4. Salary/benefits: The job posting does not mention specific salary or benefits details.
The Red Hat Consulting Services team is looking for a Senior Technical Support Engineer to join us remotely in Poland. In this role, you will be responsible for the performance, availability, and reliability of our cloud-based services and underlying infrastructure, acting as a critical technical subject matter expert for core infrastructure technologies.
What you will do:
Manage, troubleshoot, and optimize containerized applications and infrastructure deployed on Kubernetes, RedHat OpenShift, and OpenStack platforms.
Serve as the Subject Matter Expert (SME) for core cloud infrastructure technologies, including advanced Linux (CentOS) system administration, Docker/Containers, and complex networking configurations.
Lead the investigation and resolution of complex, high-severity customer issues, applying strong analytical knowledge to quickly diagnose problems across the entire cloud stack.
Utilize your expertise to quickly identify root causes and implement effective, durable solutions for customer incidents.
Prepare and conduct rigorous Root Cause Analysis (RCA) for critical incidents to identify systemic issues and prevent recurrence.
Develop, test, and maintain robust automation scripts using Python and Ansible to streamline daily operational tasks and improve overall service efficiency.
Identify and implement automation opportunities to reduce manual effort in maintenance and deployment activities.
Provide end-to-end Escalation, Monitoring, and Emergency (EME) support, acting as a final escalation point to ensure service availability and meet SLAs.
Liaise directly with customers team and internal teams to understand requirements and deliver tailored technical solutions.
Stay current with industry best practices and emerging technologies in cloud and containerization.
Our team operates on a follow-the-sun model, ensuring 24/7 coverage and rapid response times. While this may occasionally require shifts outside typical local business hours, the total work hours will remain consistent with a standard work week.
A rotational on-call schedule is a mandatory part of this position. On-call experts are responsible for providing immediate support for urgent cases, including direct customer contact (via call/Teams) and prompt engagement in designated war rooms for case investigation and resolution.
All interventions are performed in live environments and must strictly follow the Standard Network Touch Policy, requiring full awareness and compliance
during urgent case resolution.
What you will bring:
Linux Expertise: Strong knowledge and proven hands-on experience with Linux administration.
Networking Foundations: Strong knowledge of core networking principles (TCP/IP, routing, load balancing, firewalls) in a cloud environment.
Containerization; Virtualization: Strong knowledge of Kubernetes orchestration, OpenStack platforms, and Docker/Containerization.
Problem-Solving Mindset: Possess sharp troubleshooting skills combined with an analytical mindset to dissect and address complex challenges.
Scripting and Automation: Solid Python scripting skills for task automation and system management.
Configuration Management: Hands-on experience with Ansible for configuration management.’
Root Cause Analysis (RCA): Expertise in preparation and implementation of RCAs.
Escalation and Monitoring: Proven experience with EME (Escalation, Monitoring, and Emergency) management processes.
Excellent communication skills (written and verbal) and the ability to articulate complex issues clearly.
Demonstrated ability to handle customer pressure and manage expectations with a positive, professional attitude.
Strong team player, self-motivated, and capable of excelling in a high-pressure, dynamic support environment
The below is considered a plus:
About Red Hat
Red Hat is the world’s leading provider of enterpriseopen 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.
Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
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Originally posted on Himalayas