Senior Technical Support Engineer

About The Job

Red Hat is looking for a Senior Technical Support Engineer with an overall 7-12 years of experience to join us. Senior Technical Support Engineer 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.

What Will You Do

Main tasks include, but are not limited to: 

• 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.

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• Stay current with industry best practices and emerging technologies in cloud and containerization.
  
  

Scheduling

• 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 will you 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.

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• 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.
  
  

One or more certifications from the list below will be considered an added advantage:

Red Hat Certified Specialist in Cloud Infrastructure (EX210),Red Hat Certified Engineer (RHCE) in Red Hat OpenStack (EX310), RHCSA, RHCE, CKA, EX280 (RedHat Certified Specialist in OpenShift Administration), EX380 (RedHat Certified Specialist in OpenShift Automation and API Management).

Communication & Attitude

• Excellent communication skills (written and verbal) and the ability to articulate complex issues clearly.

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• 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.
  
  

About Red Hat

Red Hat is the world’s leading provider of enterprise 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 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.

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.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application-assistance@redhat.com. General inquiries, such as those regarding the status of a job application, will not receive a reply.