Join to apply for the Senior Cloud Technical Support Engineer role at Red Hat 2 days ago Be among the first 25 applicants Join to apply for the Senior Cloud Technical Support Engineer role at Red Hat Get AI-powered advice on this job and more exclusive features. Red Hat is seeking a Senior Technical Support Engineer with a strong background in OpenShift, Kubernetes, cluster deployment, and configuration to join our Managed Cloud Services Customer Experience team in Colombia. The Red Hat Cloud & AI Platforms Services organization is responsible for the strategy, design, and implementation of the end-to-end customer experience with Red Hat Cloud Services and AI Platforms. Our team provides world-class support to Red Hat customers and partners globally for Platform as a Service (PaaS) and Software as a Service (SaaS) offerings, including Red Hat OpenShift on AWS (ROSA), Azure Red Hat OpenShift (ARO), OpenShift Dedicated on AWS and GCP (OSD), and Red Hat OpenShift AI (RHOAI). We are a global team committed to a transparent, inclusive environment that values diverse voices and continuous improvement. What You Will Do Provide exceptional customer experience through professional communication, deep troubleshooting, and direct actions in cluster environments to resolve issues. Contribute to initiatives that reduce customer effort, improve tooling, and develop automation software to enhance efficiency. Serve as the primary contact and advisor for customer inquiries via our Customer Portal, conference calls, and remote access. Proactively analyze cluster status, identify high-risk issues, and implement resilient solutions. Document interactions, troubleshooting steps, and resolutions to create reusable solutions. Create and maintain knowledge articles following KCS methodology. Partner with internal and external teams to deliver seamless support for Red Hat’s Cloud Services. Manage incident workloads to ensure timely resolution of customer issues. Demonstrate a strong work ethic, teamwork, and focus on customer satisfaction. Be available for rotational weekend shifts. What You Will Bring 5+ years in a customer-facing role. Experience with container technologies and orchestration platforms such as cri-o, Kubernetes, xKS, Docker, OpenShift Container Platform. Knowledge of developer workflows, CI/CD (Jenkins), and automation paradigms. Strong troubleshooting skills with tools like curl, strace, oc (kubectl), Wireshark, etc. Experience with Kubernetes ecosystem tools like Prometheus, Grafana, FluentD. Familiarity with configuration management and monitoring tools (Ansible, Terraform, Splunk). Scripting and automation skills are a plus. Ability to operate in secure, high-availability environments and collaborate with SREs. Adherence to ITIL practices. Excellent communication skills in English and Spanish. About Red Hat Red Hat is a leading provider of enterprise open source software, employing a community-powered approach. Our global team values transparency, collaboration, and inclusion, fostering an environment where diverse ideas thrive. We encourage applicants from all backgrounds to join us and contribute to our innovative culture. Inclusion at Red Hat We are committed to an inclusive culture that celebrates diversity and provides equal opportunities for all. Equal Opportunity Policy (EEO) Red Hat is proud to be an equal opportunity employer. We do not discriminate based on race, gender, religion, or other protected categories. We support applicants with disabilities and provide accommodations upon request. Additional Details Seniority level: Not Applicable Employment type: Full-time Industries: Software Development, IT Services, IT Consulting #J-18808-Ljbffr