Senior Technical Support Engineer- Ceph and OpenStack
At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
The Red Hat Enterprise Cloud Technologies Support Engineering team is looking for an experienced Infrastructure-as-a-Service (IaaS) engineer to join us as a Senior Technical Support Engineer focused on Red Hat Ceph Storage and Red Hat OpenStack Platform in Brisbane, Australia. In this role, you will embed with a strategic partner and help resolve issues by providing dedicated technical support and sustaining engineering services to maximize uptime and reduce IT costs. Youâ€™ll work as part of the Cloud Technologies Support Engineering team, which is dedicated to resolving issues quickly and efficiently.
Youâ€™ll work on-site with top partner developers and architects and youâ€™ll also assist Red Hatâ€™s technical support engineers with potentially complex and challenging matters. As a Senior Technical Support Engineer, you will also partner closely with Red Hatâ€™s development engineering teams and work alongside some of the brightest developers in the open source community. Provide Red Hat OpenStack Platform and cloud storage support via cases, customer portal, phone, remote sessions, and email Partner with Red Hat OpenStack Platform and Red Hat Ceph Storage communities to develop and review patches and test cases Analyze upstream development against current customer-reported defects and develop patches to resolve issues Use command line tools to diagnose network issues and message queue problems Record customer interactions to detail investigation efforts, troubleshooting, and the resolution of issues Work closely with Red Hatâ€™s development engineers, production support engineers, and technical account managers Demonstrate considerable judgment in selecting methods and techniques to obtain solutions Uphold a commitment to providing the best experience possible for Red Hatâ€™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 3 years of experience as a support or development engineer for Linux support or administration 2 years proven storage and filesystem experience; storage experience along with cloud or any virtual environment is a plus Experience with Red Hat OpenStack Platform and Red Hat Ceph Storage installation, configuration, upgrade, and maintenance; experience supporting Red Hat OpenStack Platform environment is a plus Good understanding of Linux command line tools Good understanding of storage systems, Raid, iSCSI, etc.