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About the job

The Red Hat Support Engineering team is looking for a Platform-as-a-Service (PaaS) engineer to join us as a Senior Technical Support Engineer in Pune, India. In this role, you will help resolve issues for enterprise customers by providing high-level technical support and sustaining engineering services to maximize uptime and reduce IT costs.

Youll work as part of a team dedicated to resolving issues quickly and efficiently. You will collaborate with our customers' top developers and architects and assist our technical support engineers with complex and challenging issues.

You'll also partner closely with development engineering teams and work alongside some of the brightest developers in the open source community, as well as with Red Hats key strategic cloud partners like Microsoft, to jointly solve multi-vendor customer issues.

As a Senior Technical Support Engineer, you will get a great opportunity to join one of the fastest-growing enterprise software and services companies and the leader of open source software.

What will you do?

• Partner with the Red Hat OpenShift Container Platform, Red Hat OpenShift Dedicated, OpenShift Online, and OpenShift Origin communities to develop and review patches and test cases
• Analyze upstream development against current customer-reported defects and develop patches to resolve issues
• Use tools like cURL, Git, Docker, Kubernetes, strace, and Wireshark to investigate and troubleshoot technical issues
• Record customer interactions including investigation, troubleshooting, and resolution of issues
• Work closely with Red Hats development engineering teams and assist production support engineers and technical account managers
• Partner with Red Hats strategic cloud partners like Microsoft to jointly solve multi-vendor customer issues
• Demonstrate good judgment in selecting methods and techniques to obtain solutions
• Maintain a commitment to providing the best experience possible for Red Hats 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

What will you bring

• 6+ years of experience working as a support or development engineer for Platform-as-a-Service (PaaS) provider or hosting service
• 6+ years of experience with the Linux or Unix operating systems
• Experience working with hosted applications or large-scale application deployments
• Experience with Docker, Kubernetes, Open vSwitch, Red Hat Middleware, Apache Tomcat, Node.js, Ruby (web frameworks), Python (web frameworks), Microsoft Azure, and .NET
• Experience with developer workflows, continuous integration (CI) tools like Jenkins, and continuous deployment (CD)
• Good understanding of Linux tools with an emphasis on cURL, Git, Docker, Kubernetes, strace, and Wireshark
• Solid knowledge of LVM and filesystems
• Solid development-level experience with multiple programming languages and experience writing patches or pull requests is a plus
• Excellent reading and writing skills in English; fluent language skills in English
• Commitment to providing the best experience possible for Red Hat's customers
• Linux operating system installation, configuration, upgrade, and maintenance experience is a big plus
• Experience with Amazon Web Services (AWS) or Pivotal Cloud Foundry is a plus
• Upstream involvement in open source projects like patches submitted for upstream inclusion is a plus.