Principal Technical Support Engineer
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Job Description
Principal Technical Support Engineer resolving critical Kubernetes, OpenShift, and OpenStack issues for Red Hat’s enterprise open-source cloud software. Automating operations with Python and Ansible.
Responsibilities:
- Manage, troubleshoot, and optimize containerized applications and infrastructure on Kubernetes, Red Hat OpenShift, and OpenStack
- Serve as the subject matter expert for core cloud infrastructure technologies
- Administer advanced Linux (CentOS) systems, Docker/containers, and complex networking configurations
- Lead investigation and resolution of complex, high-severity customer issues across the cloud stack
- Identify root causes and implement durable solutions for customer incidents
- Prepare and conduct Root Cause Analyses (RCA) for critical incidents
- Develop, test, and maintain Python and Ansible automation
- Provide end-to-end Escalation, Monitoring and Emergency (EME) support as a final escalation point
- Ensure service availability and meet SLAs
- Participate in rotational on-call support, customer calls, and urgent war rooms
- Liaise with customers and internal teams to deliver tailored technical solutions
- Stay current with cloud and containerization best practices and emerging technologies
- Perform interventions in live environments according to the Standard Network Touch Policy
Requirements:
- Strong knowledge and proven hands-on experience with Linux administration
- Strong knowledge of TCP/IP, routing, load balancing, and firewalls in a cloud environment
- Strong knowledge of Kubernetes orchestration, OpenStack platforms, and Docker/containers
- Sharp troubleshooting skills and an analytical approach to complex challenges
- Solid Python scripting skills
- Hands-on experience with Ansible
- Expertise in preparing and implementing Root Cause Analyses (RCAs)
- Proven experience with EME (Escalation, Monitoring and Emergency) management processes
- Excellent written and verbal communication skills
- Ability to handle customer pressure and manage expectations professionally
- Strong teamwork skills and ability to excel in a high-pressure, dynamic support environment
- Comfortable working in shifts with a follow-the-sun model
- Willingness to participate in a mandatory rotational on-call schedule
- Certifications are considered a plus: 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), or Red Hat Certified Specialist in OpenShift Automation and API Management (EX380)
Benefits:
- Remote work arrangement
- Follow-the-sun scheduling with consistent standard work-week hours
- 24/7 team coverage
- Rotational on-call support schedule
- Flexible work environments depending on role requirements
- Reasonable accommodations for applicants with disabilities
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