About the job

　　The Middleware Support Delivery team is seeking an NGINX/HTTP expert with customer service skills to join our team of middleware engineers supporting the Red Hat 3scale API Management in North America. This engineer will provide support for our enterprise subscription customers with functional expertise and strong industry experience.

　　As a Senior Technical Support Engineer, you will provide an important level of technical assistance to ensure that our highly-valued customers get the most out of the product and you will become an expert in Red Hat’s technologies, including products such as Red Hat 3scale API Management and Red Hat OpenShift.

　　In this role, you will use your skills and passion for performing investigation and troubleshooting to resolve customer issues. This is a great opportunity to become part of an open source organization where we believe in giving our associates the right platform, tools and freedom to work on source code and contribute to it.

　　What you will do

　　Own the resolution of customer issues from initial contact to complete customer satisfaction

　　Analyze and reproduce problems, troubleshoot and quickly learn new technologies and customer environments

　　Use efficient problem-solving techniques and resolve complex, critical and sensitive support issues

　　Be detail oriented, take ownership of issues and have excellent verbal and written communication skills (remote sessions and/or phone calls)

　　Provide high-level, detailed technical assistance to ensure that our customers get the most out of our Red Hat Middleware offerings

　　Learn new technologies and provide blogs, whitepapers and knowledge base articles pushing technical knowledge out to our customers and the community

　　Advocate for customer requests and offer innovative ideas to improve the quality of our offerings

　　What you will bring

　　Bachelor's degree in engineering or computer science or equivalent experience

　　5+ years of professional experience in a technical support, development, engineering or quality assurance organization

　　Experience with Linux or Unix operating systems

　　Experience with technologies like Docker/Podman, Containers, Kubernetes, and OpenShift

　　Experience with NGINX , HTTP, TCP/IP, Swagger, REST APIs

　　Knowledgeable in common Internet technologies and protocols (SSL, OAuth, JSON, XML, etc.), understanding the pros and cons of each

　　Proven customer support skills

　　Outstanding troubleshooting and debugging skills and passion for problem-solving and investigation

　　Ability and willingness to learn new open source middleware technologies

　　Ability to communicate courteously and effectively with customers, third-party vendors and Red Hat associates

　　The following is considered a plus:

　　Experience with Red Hat 3scale API Management and/or Red Hat OpenShift

　　Experience debugging source code, patching and product enhancement

　　Certifications like Red Hat Certified Specialist in OpenShift and/or Red Hat Certified Specialist in Red Hat 3scale API Management

　　#LI-REMOTE #LI-HM1

　　#LI-REMOTE #LI-HM1

　　Interested in this job?

　　About Red Hat

　　Red Hat (https://www.redhat.com/) is the world’s leading provider of enterpriseopen source (https://www.redhat.com/en/about/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 have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex.

　　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. Opportunities are open. Join us.

　　Benefits

　　Comprehensive medical, dental, and vision coverage

　　Flexible Spending Account - healthcare and dependent care

　　Health Savings Account - high deductible medical plan

　　Retirement 401(k) with employer match

　　Paid time off and holidays

　　Paid parental leave plans for all new parents

　　Leave benefits including disability, paid family medical leave, and paid military leave

　　Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

　　Note : These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.

　　Diversity, Equity & 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 diverse 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 of diversity 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.

　　Posting Location : Location US-Remote

　　Posting date 2 days ago (1/23/2024 9:49 AM)

　　Job ID 101159

　　Workday ID R-036186

　　Category Software Engineering, Technical Support