Principal Technical Support Engineer
Red Hat · Posted Nov 2
Enterprise open source software, hybrid cloud, Linux, and container solutions
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About the role
The L3 Care Engineering team ensures the performance, availability, and reliability of cloud-based services and underlying infrastructure, acting as a critical technical subject matter expert. The role leads resolution of complex, high-severity customer issues across Kubernetes, Red Hat OpenShift, and OpenStack platforms and serves as a final escalation point. It involves follow-the-sun 24/7 coverage, rotational on-call support, live-environment interventions, root cause analysis, and automation with Python and Ansible.
What you will do
- Manage, troubleshoot and optimize containerized applications and infrastructure deployed on Kubernetes, Red Hat OpenShift and OpenStack platforms.
- Serve as the Subject Matter Expert (SME) for core cloud infrastructure technologies, including advanced Linux (CentOS) system administration, Docker/containers and complex networking configurations.
- Lead the investigation and resolution of complex, high-severity customer issues, quickly diagnosing problems across the entire cloud stack.
- Identify root causes and implement effective, durable solutions for customer incidents.
- Prepare and conduct rigorous Root Cause Analysis (RCA) for critical incidents to identify systemic issues and prevent recurrence.
- Develop, test and maintain robust automation using Python and Ansible to streamline daily operations and reduce manual effort in maintenance and deployment activities.
- Provide end-to-end Escalation, Monitoring and Emergency (EME) support as a final escalation point, ensuring service availability and meeting SLAs.
- Participate in the rotational on-call schedule, joining customer calls and war rooms for urgent cases.
- Liaise directly with customer and internal teams to understand requirements and deliver tailored technical solutions.
- Stay current with industry best practices and emerging technologies in cloud and containerization.
Skills used in this role
What the employer is looking for
- Linux expertise: strong knowledge and proven hands-on experience with Linux administration.
- Networking foundations: strong knowledge of core networking principles (TCP/IP, routing, load balancing, firewalls) in a cloud environment.
- Containerization & virtualization: strong knowledge of Kubernetes orchestration, OpenStack platforms and Docker/containers.
- Problem-solving mindset: sharp troubleshooting skills and an analytical approach to complex challenges.
- Scripting & automation: solid Python scripting skills for task automation and system management.
- Configuration management: hands-on experience with Ansible.
- Root Cause Analysis: expertise in preparing and implementing RCAs.
- Escalation & monitoring: proven experience with EME (Escalation, Monitoring and Emergency) management processes.
- Communication: excellent written and verbal communication skills and the ability to articulate complex issues clearly.
- Customer focus: ability to handle customer pressure and manage expectations with a positive, professional attitude.
- Teamwork: a strong team player, self-motivated and able to excel in a high-pressure, dynamic support environment.
- Willingness to work in shifts: comfortable with a follow-the-sun model and a mandatory rotational on-call schedule.
Preferred qualifications
- one or more of the following certifications - Red Hat Certified Specialist in Cloud Infrastructure (EX210), RHCE in Red Hat OpenStack (EX310), RHCSA, RHCE, CKA, Red Hat Certified Specialist in OpenShift Administration (EX280), Red Hat Certified Specialist in OpenShift Automation and API Management (EX380).
Benefits and support
- Compensation and benefits are detailed in the job posting
About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, utilizing a community-powered approach to deliver reliable Linux, hybrid cloud, container, and Kubernetes technologies. The company helps organizations standardize across operating environments, develop cloud-native applications, and scale automation and artificial intelligence solutions. Operating as an independent subsidiary of IBM, Red Hat serves a vast majority of Fortune 500 enterprises globally.
- Industry
- Computer Software
- Company size
- 19000 employees
- Founded
- 1993
- Location
- Raleigh, North Carolina, USA
- Funding stage
- Public Company
Funding
Public Company
Leadership
President and Chief Executive Officer
Chief Technology Officer and Senior Vice President, Global Engineering
Senior Vice President and Chief Product Officer
Mario Vaz
Chief Financial Officer
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