Senior Software Maintenance Engineer (Technical Support, Linux/K8S, Mandarin)
The Red Hat Customer Experience and Engagement (CEE) team is looking for an experienced Senior Technical Support Engineer with Linux networking experience to join us. In this role, you will build on your expertise with Red Hat technologies, namely Red Hat Enterprise Linux (RHEL) running on hybrid cloud, while providing outstanding technical support to our customers. You'll work closely with our developer and quality engineering (QE) teams to incorporate customer feedback and make Red Hat Enterprise Linux (RHEL) an even better product. The customers you'll interact with are often last level technical contacts on the customer's side, like system administrators, architects, and solution engineers.
You will be a part of the unique Red Hat culture, enriched with various principles and initiatives, such as Open Management Practices, Open Decision Framework, and diversity and inclusion. With the freedom to showcase your leadership skills at any time, you will have the option to bring innovative solutions to complex problems. You will get the opportunity to be a part of several Recognition programs to reward and celebrate yours and others' success. This job is a very important centerpiece between our customers and developer teams and is essential to perfect our product quality and customer experience. Successful applicants must reside in a country where Red Hat is registered to do business.
What you will do
* Support Red Hat's customers on various network related issues for Red Hat Enterprise Linux (RHEL) and Red Hat products on different hybrid cloud solutions.
* Diagnose and troubleshoot complex technical problems across different components like packet loss, bonding and teaming, IPv4 and IPv6, Control Groups, firewall (iptables), Load Balancer, network interface controllers (NICs), as well as provide the root cause analysis.
* Build on your expertise by going through intensive onboarding, which includes taking Red Hat Enterprise Linux (RHEL) Certifications, like Red Hat Certified Engineer (RHCE).
* Constantly work on your skills so you can keep up with the latest technology trends as well as new products and features in Red Hat's portfolio.
* Consult the customer cases with in‐house support engineers and developers to promote creative solutions and improve customer experience.
* Contribute to the global Red Hat knowledge management system.
* Collaborate with your colleagues on different side projects, contribute to the success of the global team, and contribute to the open source community.
* Manage workload to ensure that all customer issues are timely handled and managed to resolution.
What you will bring
* 3+ year(s) of experience with Linux for the enterprise sector.
* Professional working experience as a support, sustaining, or development engineer or other directly related experience in an enterprise environment.
* Linux operating system installation, configuration, upgrades, and maintenance experience.
* Excellent communication skills; ability to analyze and effectively resolve complex customer issues. Ability in communicating/fluent in Mandarin is a must.
* Ability to work with conflicting priorities, take initiative, and maintain a customer‐centric focus.
* Passion for problem‐solving and investigation of the most complex customer and technical problems.
* Passion for knowledge, ability to further grow and enhance your technical and interpersonal skills.
* Ability to work as part of a team, open‐minded, and collaborative approach.
* Bachelor's degree or equivalent working experience.
* Knowledge of containers is a big plus.
* Knowledge of networking, firewall, security, clustering, web servers, and databases using Linux is a plus.
* Experience with non‐x64 architectures is a plus.
* Familiarity with Linux scripting languages is a plus.
* Experience providing Enterprise level technical support; experience providing support to customers consuming PaaS or SaaS technologies is a plus.
* Experience working with hosted platform environments, managed application services, or large scale application deployments.
* Background in Linux or Unix operating systems.
* Proficient with Linux troubleshooting tools such as curl, wireshark and crash analysis.
* Familiarity with cloud technologies and platforms such as Azure, containers, and Kubernetes.
* Prior experience with Azure, CRI‐O, Kubernetes, containers and openvswitch, are a plus.
* Familiar with developer workflows, Continuous Integration (Jenkins) and Continuous Deployments paradigms are a plus.
* Comfortable with logging issues and working with issue tracking tools such as Jira.
* Commitment to providing the best experience possible for Red Hat's customers.
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