Senior Technical Support Engineer

📋 Description

• • Join Red Hat Consulting Services as a Senior Technical Support Engineer, a pivotal remote role based in Poland, dedicated to ensuring the peak performance, unwavering availability, and robust reliability of our cutting-edge cloud-based services and their underlying infrastructure.
• • Act as a critical technical subject matter expert (SME), diving deep into the intricacies of core infrastructure technologies that power our cloud solutions.
• • Take ownership of managing, troubleshooting, and meticulously optimizing containerized applications and the complex infrastructure they reside on, specifically within Kubernetes, Red Hat OpenShift, and OpenStack environments.
• • Serve as the go-to expert for advanced Linux system administration, with a strong emphasis on CentOS, and possess a profound understanding of Docker and containerization technologies, coupled with intricate networking configurations.
• • Spearhead the investigation and resolution of challenging, high-severity customer issues, leveraging your sharp analytical prowess to rapidly diagnose problems that span the entire cloud technology stack.
• • Apply your extensive expertise to swiftly pinpoint root causes of incidents and architect and implement effective, long-lasting solutions that address customer challenges comprehensively.
• • Conduct rigorous Root Cause Analysis (RCA) for critical incidents, meticulously documenting findings to identify systemic issues and implement preventative measures, thereby enhancing overall system stability and preventing future occurrences.
• • Develop, rigorously test, and maintain sophisticated automation scripts utilizing Python and Ansible, with the primary goal of streamlining daily operational tasks, enhancing system efficiency, and reducing manual intervention.
• • Proactively identify and champion opportunities for automation across maintenance and deployment activities, driving significant reductions in manual effort and improving deployment velocity.
• • Provide comprehensive end-to-end Escalation, Monitoring, and Emergency (EME) support, functioning as the ultimate escalation point to guarantee service availability and ensure strict adherence to Service Level Agreements (SLAs).
• • Engage directly with customer teams and internal Red Hat departments to thoroughly understand their unique requirements and deliver precisely tailored, high-impact technical solutions.
• • Continuously stay abreast of the latest industry best practices, emerging technologies, and innovative trends within the cloud computing and containerization landscapes, ensuring Red Hat remains at the forefront of technological advancement.
• • Participate actively in a follow-the-sun support model, contributing to a 24/7 coverage strategy that guarantees rapid response times for critical issues. While this may occasionally necessitate working outside of standard local business hours, your total work commitment will align with a standard work week.
• • Fulfill mandatory on-call responsibilities as part of a rotational schedule. On-call engineers are expected to provide immediate support for urgent cases, which includes direct customer contact via phone or Teams and prompt engagement in designated war rooms for in-depth case investigation and resolution.
• • Execute all interventions within live production environments, strictly adhering to the Standard Network Touch Policy. This requires complete awareness and unwavering compliance with all protocols during urgent case resolution to maintain system integrity and minimize risk.
• • Collaborate with cross-functional teams to share knowledge, contribute to documentation, and foster a culture of continuous learning and improvement within the support organization.
• • Document troubleshooting steps, solutions, and best practices to build a comprehensive knowledge base for both internal teams and customers.
• • Contribute to the development and refinement of support processes and tools to enhance efficiency and effectiveness.
• • Mentor junior engineers, sharing your expertise and guiding them in complex problem-solving scenarios.
• • Act as a trusted advisor to customers, building strong relationships and ensuring their success with Red Hat technologies.
• • Analyze support trends and provide feedback to product engineering teams to drive product improvements and innovation.
• • Proactively monitor system health and performance, identifying potential issues before they impact customers.
• • Participate in post-incident reviews to ensure lessons learned are captured and implemented.
• • Contribute to the development of proactive support strategies to minimize customer-impacting events.
• • Ensure a high level of customer satisfaction through timely, accurate, and effective technical support.
• • Embrace Red Hat's open source culture, contributing to a collaborative and inclusive work environment.
• • Drive innovation by identifying and proposing new solutions and approaches to complex technical challenges.
• • Maintain a high level of technical expertise through continuous learning and professional development.
• • Uphold Red Hat's commitment to quality, reliability, and customer success in all aspects of your work.