Principal Technical Support Engineer

About the job

About the Job:

As an L3 Care Engineer, you will be responsible for the performance, availability and reliability of our cloud-based services and underlying infrastructure, acting as a critical technical subject matter expert. You will lead the resolution of complex, high-severity customer issues across Kubernetes, Red Hat OpenShift and OpenStack platforms, and serve as a final escalation point for our customers.

Our team operates on a follow-the-sun model, ensuring 24/7 coverage and rapid response times. While this may occasionally require shifts outside typical local business hours, total work hours remain consistent with a standard work week. A rotational on-call schedule is a mandatory part of this role: on-call experts provide immediate support for urgent cases, including direct customer contact (call/Teams) and prompt engagement in designated war rooms. All interventions are performed in live environments and must strictly follow the Standard Network Touch Policy.

What you will do:

- Manage, troubleshoot and optimize containerized applications and infrastructure deployed on Kubernetes, Red Hat OpenShift and OpenStack platforms.

- Serve as the Subject Matter Expert (SME) for core cloud infrastructure technologies, including advanced Linux (CentOS) system administration, Docker/containers and complex networking configurations.

- Lead the investigation and resolution of complex, high-severity customer issues, quickly diagnosing problems across the entire cloud stack.

- Identify root causes and implement effective, durable solutions for customer incidents.

- Prepare and conduct rigorous Root Cause Analysis (RCA) for critical incidents to identify systemic issues and prevent recurrence.

- Develop, test and maintain robust automation using Python and Ansible to streamline daily operations and reduce manual effort in maintenance and deployment activities.

- Provide end-to-end Escalation, Monitoring and Emergency (EME) support as a final escalation point, ensuring service availability and meeting SLAs.

- Participate in the rotational on-call schedule, joining customer calls and war rooms for urgent cases.

- Liaise directly with customer and internal teams to understand requirements and deliver tailored technical solutions.

- Stay current with industry best practices and emerging technologies in cloud and containerization.

What you will bring:

- Linux expertise: strong knowledge and proven hands-on experience with Linux administration.

- Networking foundations: strong knowledge of core networking principles (TCP/IP, routing, load balancing, firewalls) in a cloud environment.

- Containerization & virtualization: strong knowledge of Kubernetes orchestration, OpenStack platforms and Docker/containers.

- Problem-solving mindset: sharp troubleshooting skills and an analytical approach to complex challenges.

- Scripting & automation: solid Python scripting skills for task automation and system management.

- Configuration management: hands-on experience with Ansible.

- Root Cause Analysis: expertise in preparing and implementing RCAs.

- Escalation & monitoring: proven experience with EME (Escalation, Monitoring and Emergency) management processes.

- Communication: excellent written and verbal communication skills and the ability to articulate complex issues clearly.

- Customer focus: ability to handle customer pressure and manage expectations with a positive, professional attitude.

- Teamwork: a strong team player, self-motivated and able to excel in a high-pressure, dynamic support environment.

- Willingness to work in shifts: comfortable with a follow-the-sun model and a mandatory rotational on-call schedule.

Considered a plus: one or more of the following certifications - 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), Red Hat Certified Specialist in OpenShift Automation and API Management (EX380).

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About Red Hat Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

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