Job summary:

The Red Hat Advanced Cluster Security for Kubernetes (RHACS) Support team is looking for a Senior Technical Support Engineer who is passionate about resolving customer issues to join us. In this role, you will work cross functionally with customers, technical account managers, product management, and engineering teams to resolve issues quickly and efficiently, help customers deploy the product, and identify areas for improvement on behalf of customers. To succeed in this role, you?ll need to have a support engineer and operations admin mindset. This is a strategic customer-facing role. As a Senior Technical Support Engineer, you should enjoy problem solving, be able to work on your own, and be confident you can make decisions to reach positive outcomes in the best interest of our customers.
We are hiring for the role in Portugal, Spain, U.K., Ireland, and other Europe, the Middle East, and Africa (EMEA) states. Successful applicants must reside in a country where Red Hat is registered to do business.
Primary job responsibilities:

• Respond to support requests
• 
  Reproduce and troubleshoot customer symptoms
• 
  Escalate issues to engineering teams
• 
  Keep customers informed on the status of issue resolution
• 
  Participate in issue triage and prioritization efforts with customer success, product, and engineering teams
• 
  Make code revisions to resolve bugs
• 
  Write knowledge base articles and submit pull requests to improve documentation

Required skills:

• Experience in a customer-facing role as a support engineer or in an ops role (e.g., site reliability engineer (SRE), ops admin, or Linux SysAdmin)
• 
  Commercial practical experience with shell scripting and Linux
• 
  Familiarity with OpenShift, Kubernetes, Docker, or Linux containerization technologies
• 
  Understanding of microservices and REST APIs
• 
  Passion for problem solving and troubleshooting
• 
  Ability to work cross-functionally in a high-growth environment with attention to detail and a positive attitude
• 
  Any experience with scripting in Go or Python is a big plus
• 
  Knowledge of DevOps methodologies is a plus
• 
  Familiarity with the container-related service offerings of at least one of the major cloud providers (AWS, GCP, or Azure) is a plus

#LI-REMOTE

About Red Hat:

Red Hat is the world?s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.

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.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.