Redhat Careers Hiring for Principal Technical Support Engineer

Principal Technical Support Engineer



The Red Hat Global Support Services team is looking for a highly skilled Principal Technical Support Engineer with excellent technical and customer service skills to join us in Pune, India. In this role, you’ll become an expert on Red Hat technologies, including Red Hat Enterprise Linux (RHEL) and our storage and cloud solutions, and you will provide technical support for our enterprise customers online and over the phone. As a Principal Technical Support Engineer, you will be responsible for performing advanced investigation and troubleshooting to resolve complex customer issues quickly and effectively. The customers you’ll interact with are often other engineers, so we’ll need you to develop your technical skills by becoming a Red Hat Certified Engineer (RHCE) and getting up to speed with our system.

Primary job responsibilities
Partner with the Red Hat OpenShift Container Platform, Red Hat OpenShift Dedicated, OpenShift Online, and OpenShift Origin communities to develop and review patches and test cases
Analyze upstream development against current customer-reported defects and develop patches to resolve issues
Use tools like cURL, Git, Docker, Kubernetes, strace, and Wireshark to investigate and troubleshoot technical issues
Work closely with Red Hat’s development engineering teams, and assist production support engineers and technical account managers
Partner with Red Hat’s strategic cloud partners like Microsoft to jointly solve multi-vendor customer issues
Demonstrate good judgment in selecting methods and techniques to obtain solutions
Maintain a commitment to providing the best experience possible for Red Hat’s customers
Manage your workload to ensure that all customer issues are handled and resolved in a timely manner
Assist in the development of comprehensive and reusable self-service solutions for future incidents
Serve as an advocate of improving the product
Bring up solutions of the problems in technical or non technical side
Provide collaboration to junior engineers in their technical issues or learning

Required skills
Bachelor’s degree in a technical field; engineering or computer science is a plus
10+ years of experience working as a support or development engineer for Platform-as-a-Service (PaaS) provider or hosting service
10+ years of experience with the Linux or UNIX operating systems
Experience working with hosted applications or large-scale application deployments
Experience with Docker, Kubernetes, Open vSwitch, Red Hat Application Services, Apache Tomcat, Node.js, Ruby (web frameworks), Python (web frameworks), Microsoft Azure, and .NET
Experience with developer workflows, continuous integration (CI) tools like Jenkins, and continuous deployment (CD)
Good understanding of Linux tools with an emphasis on cURL, Git, Docker, Kubernetes, strace, and Wireshark
Solid knowledge of LVM and filesystems
Excellent reading and writing skills in English; fluent language skills in English
Commitment to providing the best experience possible for Red Hat’s customers
Excellent troubleshooting skills, and a passion for problem solving and investigation
Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus
Linux operating system installation, configuration, upgrade, and maintenance experience is a big plus
Solid development-level experience with multiple programming languages and experience writing patches or pull requests is a plus
Experience with Amazon Web Services (AWS) or Pivotal Cloud Foundry is a plus
Upstream involvement in open source projects like patches submitted for upstream inclusion is a plus

Location: Pune


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