Job Description

What you will do

• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Understand your customers' technical infrastructures, hardware, processes, and offerings
• Perform initial or secondary investigations and respond to online and phone support requests
• Deliver key portfolio updates and assist customers with upgrades
• Manage customer cases and maintain clear and concise case documentation
• Create customer engagement plans and keep documentation on customer environments updated
• Ensure a high level of customer satisfaction with each qualified engagement through the complete adoption life cycle of our offerings
• Engage with Red Hat's field teams, customers to ensure a positive platform and cloud technology experience and a successful outcome resulting in long-term enterprise success
• Communicate how specific Red Hat platform and cloud solutions and our cloud road-map align to customer use cases
• Capture Red Hat product capabilities and identify gaps as related to customer use cases through a closed-loop process for each step of the engagement life cycle
• Engage with Red Hat's product engineering teams to help develop solution patterns based on customer engagements and personal experience that guide platform adoption
• Establish and maintain parity with Red Hat's platform and cloud technologies strategy
• Contribute internally to the Red Hat team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a subject matter expert and mentor for specific technical or process areas or process areas
• Travel to visit customers, partners, conferences, and other events as needed, following Red Hat's COVID-19 guidelines

• 8+ years of relevant experience
• Bachelor's degree in science or a technical field; engineering or computer science
• Competent reading and writing skills in English
• Ability to effectively manage and grow existing enterprise customers by delivering proactive, relationship-based, best-in-class support
• Indian citizenship or authorization to work in India
• Proven system administration and troubleshooting experience with Red Hat Enterprise Linux (RHEL), other Linux platforms, or UNIX in a production environment
• Experience in a support, development, engineering, or quality assurance organization
• Experience in Red Hat OpenShift Container Platform or Kubernetes or Dockers cluster management
• Understanding of Red Hat OpenShift Container Platform architecture and different types of Red Hat OpenShift Container Platform installations
• Experience in Red Hat OpenShift Container Platform troubleshooting and data/logs collection
• Competent understanding of how Ansible works and various components of Red Hat Ansible Automation Platform
• Experience in troubleshooting and writing Ansible Playbooks
• Experience with different cloud providers like Amazon Web Services (AWS), Google Compute Engine (GCE), and Microsoft Azure

• Upstream involvement in open source projects
• Excellent working knowledge of Prometheus and Grafana open source monitoring solutions
• Administration experience of Red Hat OpenShift v4.x