Senior Technical Support Engineer - OpenShift

Red Hat (Tokyo, 日本) 16日前

The Red Hat Customer Experience and Engagement (CEE) team is looking for an OpenShift focused Senior Technical Support Engineer with a solid background in Platform-as-a-Service (PaaS) technologies to join our IBM Cloud Pak OpenShift team in Tokyo, Japan. In this role, you will work directly with IBM and Red Hat support, utilizing systems in both companies to troubleshoot and resolve cases. You will be challenged to provide high-level technical support and sustaining engineering services to help maximize up-time and reduce IT costs. Our Support Delivery team is dedicated to resolving issues quickly and efficiently. We provide high quality technical support to Red Hat customers around the globe across all Red Hat product lines. As a Senior Technical Support Engineer, you will collaborate with our customers, top developers, architects, and operations teams to troubleshoot complex and challenging issues. You'll partner closely with development engineering teams and work alongside some of the brightest developers in the open source community. This position is a great opportunity to join one of the fastest growing enterprise software and services companies and the leader in open source software.


  • Act as the direct contact and adviser for IBM customer inquiries about Red Hat OpenShift Container Platform handed over from IBM product support teams
  • Work in both IBM and Red Hat ticketing systems and support tools, to directly assist IBM customers while collaborating with other Red Hat engineers
  • Deliver an exceptional customer experience by using professional communication, applying existing knowledge, and deep troubleshooting to resolve a variety of issues
  • Quickly analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner
  • Collaborate with other support engineers and other internal teams and external parties during the problem resolution process
  • Document diagnostic steps and create reusable solutions for future incidents
  • Be available to perform weekend shift duties on a rotational schedule when needed
  • Contribute to regional or global initiatives or projects if needed

  • Bachelor's degree in a technical field; degree in engineering or computer science is a plus
  • 3+ years of experience as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service
  • 5+ years of experience working with Linux or UNIX operating systems
  • Experience working with hosted applications, or large scale application deployments
  • Experience with Kubernetes, containers, openvswitch, JBoss, Tomcat, Go, Angular.js (web frameworks), Python (web frameworks), .NET, and RESTful APIs
  • Good understanding of Linux tools, with an emphasis on cURL, strace, Wireshark and Git
  • Ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates
  • Excellent troubleshooting skills and a passion for problem solving and investigation
  • Ability to multitask, prioritize, and work under pressure
  • Excellent reading and writing skills in English; fluent English language skills are a plus
  • Commitment to providing the best experience possible for Red Hat customers
  • Ability to work as part of a team and focus on customers and fixing their issues
  • Familiarity with technologies like Red Hat OpenShift Container Platform, containers, and Ansible cloud management
  • Knowledge of Linux operating system; Red Hat Certified Engineer (RHCE) certificate is a plus
  • Experience in source code management tools like Git is a plus
  • Knowledge of support systems and tools is a plus
  • Appreciation and passion for open source software is a plus
  • Upstream involvement in open source projects through patches submitted for upstream inclusion is a plus

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.


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.

Senior Technical Support Engineer - OpenShift

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