What will you do?

• Perform technical reviews & share knowledge to proactively identify & 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 & 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 & cloud technology experience and a successful outcome resulting in long-term enterprise success

• Communicate how specific Red Hat platform & 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 & 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 (SME) and mentor for specific technical or process areas or process areas

• Travel to visit customers, partners, conferences, and other events as needed

What will you bring?

• 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

• Upstream involvement in open source projects is a plus

• Indian citizenship or authorization to work in India

• RHEL

  • Proven & strong system administration and troubleshooting experience with Red Hat Enterprise Linux, other Linux platforms, or Unix in a production environment 

  • Experience in a support, development, engineering, or quality assurance organization

• RHOCP

  • Experience in Red Hat OpenShift Container Platform (RHOCP) or Kubernetes or Dockers cluster management

  • Understanding of RHOCP Architecture & different types of RHOCP installations

  • Experience in RHOCP Troubleshooting and data/logs collection 

  • Strong working knowledge of Prometheus and Grafana open source monitoring solutions will be considered a plus

  • Administration experience of Red Hat OpenShift v4.x will be considered a plus

• Ansible

  • Competent understanding of how Ansible works and various components of Ansible Automation Platform

  • Experience in troubleshooting and writing Ansible Playbooks 

  • Experience with different cloud providers like AWS, GCE & Azure

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