Senior Cloud Technical Support Engineer

About the job:
Red Hat is seeking a Senior Cloud Technical Support Engineer with a strong background in OpenShift and Kubernetes cluster deployment and configuration to join our Cloud Services Customer Experience team in Colombia.

The Red Hat Cloud Services Customer Experience organization is responsible for the strategy, design, and implementation of the end-to-end customer experience with Red Hat Managed Cloud Services. Our Cloud Services team provides world-class support service to Red Hat customers and partners around the globe for our many Platform as a Service (PaaS) and Software as a Service (Saas) offerings. We are a global team and strive to cultivate a transparent environment that makes room for different voices. We learn from our failures in a blameless environment to support the team's continuous improvement. This position is a great opportunity to join one of the fastest-growing enterprise software and services companies and the leader in open source software.

What you will do:

- Contribute to global initiatives and projects to constantly reduce customer effort, improve tooling, and design and write automation software to improve efficiency
- Act as the direct contact and adviser for customer inquiries and issues with their Cloud Services through our Customer Portal, conference call, and remote access.
- Proactively analyze cluster status Identify single points of failure and other high-risk architecture issues; propose and implement more resilient resolutions.
- Record customer interactions including investigation, troubleshooting, and resolution of issues, to document diagnostic steps and issue resolution to create reusable solutions for future incidents.
- Responsible for partnering with internal teams and external parties to deliver seamless infrastructure support for Red Hat’s Cloud Services
- Manage incident and issue workloads to ensure that all customer issues are handled and resolved in a timely manner.
- Strong work ethic, able to work as part of a team and focus on customers and resolving their issues
- Be available to perform weekend shift duties on a rotational schedule.

What you will bring:

- Proven experience in Infrastructure Implementation, Deployment, Administration, and Production Support of container technologies and orchestration platforms (cri-o, Kubernetes, xKS, Docker, OpenShift Container Platform)
- Experience with developer workflows, Continuous Integration (Jenkins) and Continuous Deployments paradigms
- Exceptional technical, analytical, and troubleshooting skills using tools like curl, strace, oc (kubectl), and Wireshark analysis to investigate and form precise action plans for issue remediation with components such as networking, system performance issues, Kubernetes, OpenShift Container Platform, Service Mesh, and RESTful API calls.
- Experience working with tools surrounding the Kubernetes ecosystem such as Prometheus, Grafana, FluentD, etc.
- Experience working with configuration management tools ( Ansible, Terraform, etc.) and monitoring and automation tools (Ansible, Splunk, etc.)
- Proficient scripting and automation skills to convert manual and maintenance functions into fully orchestrated automation is a plus.
- Ability to operate in complex, highly secure, and highly available environments and interact with Site Reliability Engineer domain experts maintaining those environments
- Adhere to established ITIL practices such as Incident, Change, Problem, and Release Management
- Excellent communication and interpersonal skills with a desire to mentor other members of the support team, as well as share technical knowledge in a helpful and timely fashion
- Experienced with logging issues and working with issue tracking tools such as Jira.
- Ability to work as part of an agile team to actively communicate status and complete deliverables on schedule with a strong sense of initiative and ownership.

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