Technical Support Engineer- Openshift at Red Hat

📍 Job Overview

Job Title: Technical Support Engineer - Openshift
Company: Red Hat
Location: Remote Colombia
Job Type: Full-Time
Category: Technical Support Engineer
Date Posted: 2025-08-01
Experience Level: Mid-Senior level (2-5 years)
Remote Status: Remote OK

🚀 Role Summary

Key Responsibilities: Provide exceptional customer support for Red Hat's Openshift and Kubernetes technologies, troubleshoot complex issues, and collaborate with engineers to develop creative solutions.
Key Skills: Linux, Kubernetes, Openshift, Troubleshooting, Customer Service, Networking, Security, Clustering, Web Servers, Databases, Scripting, Problem Solving, Communication, Virtualization, Enterprise IT.

📝 Enhancement Note: This role requires a strong understanding of Linux and UNIX systems, as well as familiarity with Kubernetes and Openshift. Candidates should be comfortable working in a customer-facing environment and have excellent communication skills.

💻 Primary Responsibilities

Customer Support: Ensure customers get the maximum value from Red Hat products and subscriptions by responding to inquiries within the designated service-level agreement.
Troubleshooting: Investigate and troubleshoot issues, developing solutions for customers while understanding their business needs.
Customer Satisfaction: Exceed customer expectations by providing outstanding customer service and providing regular updates to ensure they are satisfied with the support service.
Collaboration: Collaborate with engineers and developers to develop creative solutions for customers, including product fixes.
Knowledge Sharing: Share knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain.

🎓 Skills & Qualifications

Education: A Bachelor's degree or equivalent experience within the enterprise IT sector.

Experience: 3+ years of experience as a support, sustaining, or development engineer or other directly related experience within an enterprise environment.

Required Skills:

Excellent understanding of Linux and UNIX; basic Linux system administration experience is greatly preferred.
Fundamental understanding of Kubernetes and/or Openshift.
Experience with Podman, Docker, Kubernetes, Openshift or a combination of each.
Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation.
Ability to communicate clearly and effectively with customers that have various levels of technical expertise.
First-rate customer service skills; prior help desk experience or customer-focused experience is preferred.
Knowledge of installation, networking, firewall, security, clustering, web servers, and databases using Linux is greatly preferred.
Experience with non x86_64 architectures (ppc64, s390x, arm) would be beneficial.
Some previous software scripting or programming experience would be beneficial.
Ability to multitask, prioritize, and work well under pressure.

Preferred Skills:

A Red Hat Certified System Administrator (RHCSA) certification is required but can be obtained after starting.
A Red Hat Certified Engineer (RHCE) certification is a strong bonus.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: A well-structured portfolio demonstrating your Linux and UNIX system administration skills, as well as your experience with Kubernetes and Openshift. Include case studies showcasing your troubleshooting and problem-solving skills.
Technical Documentation: Document your approach to troubleshooting, the steps you took to resolve issues, and the outcomes. Include any relevant scripts or code snippets that demonstrate your technical prowess.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Colombia is approximately COP 6,000,000 - COP 9,000,000 per year (USD 1,600 - USD 2,400 per month), based on industry standards and regional cost of living.

Benefits:

Comprehensive health, dental, and vision insurance.
Retirement savings plans with company matching.
Generous time off policies, including vacation, sick leave, and paid holidays.
Employee stock purchase plan.
Tuition reimbursement and professional development opportunities.
A flexible, remote-friendly work environment.

Working Hours: Full-time position with a standard workweek of 40 hours, with flexibility for occasional overtime as needed to meet project deadlines.

🎯 Team & Company Context

🏢 Company Culture

Industry: Red Hat operates in the technology industry, specifically focusing on open-source software solutions, including Linux, cloud, container, and Kubernetes technologies.

Company Size: Red Hat is a large organization with over 13,000 employees worldwide, providing ample opportunities for collaboration and growth.

Founded: Red Hat was founded in 1993, with a rich history in open-source technology and a strong commitment to community involvement.

Team Structure: The Global Support Services team is a rapidly growing team dedicated to providing world-class support for Red Hat's products. The team is organized by product domains, with each domain consisting of several engineers specializing in specific technologies.

Development Methodology: Red Hat follows Agile methodologies, with a focus on continuous improvement and customer satisfaction. The team uses Jira for project management and Confluence for knowledge sharing.

Company Website: Red Hat

📝 Enhancement Note: Red Hat's culture is built on open-source principles, fostering an environment of transparency, collaboration, and inclusion. The company values diversity and encourages applicants from all backgrounds to apply.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the mid-senior level, focusing on technical support and troubleshooting for Red Hat's Openshift and Kubernetes technologies. The ideal candidate will have 3+ years of experience in a support or development role and a strong understanding of Linux and UNIX systems.

Reporting Structure: The Technical Support Engineer will report directly to a Team Lead within the Global Support Services team. The team is structured by product domains, with each domain consisting of several engineers specializing in specific technologies.

Technical Impact: In this role, you will directly impact Red Hat's customers by providing exceptional support and troubleshooting complex issues. Your work will contribute to the overall success of Red Hat's Openshift and Kubernetes technologies and help ensure customer satisfaction.

Growth Opportunities:

Technical Growth: As a Technical Support Engineer, you will have the opportunity to deepen your knowledge of Red Hat's products and technologies, including Linux, Kubernetes, and Openshift. You will also have the chance to learn from and collaborate with experienced engineers and developers.
Leadership Development: With experience and demonstrated success, you may have the opportunity to take on a leadership role within the team, mentoring junior engineers and contributing to the team's overall strategy and growth.
Career Progression: Red Hat offers numerous career progression paths, including opportunities to move into more senior technical roles, management positions, or specialize in specific technologies or domains.

📝 Enhancement Note: Red Hat's career progression paths are designed to provide employees with the opportunity to grow and develop their skills within the organization. The company encourages internal mobility and offers numerous training and development opportunities to support employee growth.

🌐 Work Environment

Office Type: Red Hat offers a flexible, remote-friendly work environment, with the option to work from home or in one of their global offices.

Office Location(s): Red Hat has offices worldwide, with a strong presence in North America, Europe, and Asia. For this role, the work location is flexible, and well-qualified home-based applicants throughout Colombia will be considered to work remotely.

Workspace Context:

Remote Work: As a remote employee, you will have the opportunity to work from the comfort of your home, with the necessary tools and equipment provided by Red Hat.
Collaboration: Red Hat uses various collaboration tools, including Slack for instant messaging, Google Workspace for document collaboration, and Zoom for video conferencing.
Training and Development: Red Hat offers numerous training and development opportunities, including online courses, workshops, and webinars, to help employees grow their skills and advance their careers.

Work Schedule: The standard workweek is 40 hours, with flexibility for occasional overtime as needed to meet project deadlines. Red Hat offers a flexible work environment, with the opportunity to work from home and maintain a healthy work-life balance.

📝 Enhancement Note: Red Hat's flexible work environment allows employees to balance their personal and professional lives while maintaining a high level of productivity and job satisfaction.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss your experience, skills, and career goals. Be prepared to answer questions about your Linux and UNIX system administration experience, as well as your familiarity with Kubernetes and Openshift.
Technical Assessment: A hands-on assessment to evaluate your troubleshooting and problem-solving skills. You will be presented with a scenario and asked to diagnose and resolve a technical issue using Red Hat's products and technologies.
Behavioral Interview: A conversation with a team member to discuss your customer service experience, communication skills, and cultural fit with Red Hat.
Final Interview: A meeting with the hiring manager to discuss your career goals, expectations, and any remaining questions you may have about the role or company.

Portfolio Review Tips:

Case Studies: Include case studies in your portfolio that demonstrate your ability to troubleshoot complex issues and provide creative solutions for customers.
Technical Documentation: Document your approach to troubleshooting, the steps you took to resolve issues, and the outcomes. Include any relevant scripts or code snippets that demonstrate your technical prowess.
Customer Focus: Highlight your customer service experience and any feedback or testimonials that demonstrate your ability to provide exceptional customer support.

Technical Challenge Preparation:

Linux and UNIX: Brush up on your Linux and UNIX system administration skills, focusing on installation, networking, firewall, security, clustering, web servers, and databases.
Kubernetes and Openshift: Familiarize yourself with the latest features and best practices for Kubernetes and Openshift, and be prepared to discuss your experience with these technologies.
Troubleshooting: Practice your troubleshooting and problem-solving skills, focusing on your ability to diagnose and resolve complex technical issues.

ATS Keywords: [Linux, UNIX, Kubernetes, Openshift, Troubleshooting, Customer Service, Networking, Security, Clustering, Web Servers, Databases, Scripting, Problem Solving, Communication, Virtualization, Enterprise IT, Red Hat, Technical Support]

📝 Enhancement Note: Red Hat's interview process is designed to evaluate your technical skills, customer service experience, and cultural fit with the company. Be prepared to discuss your experience with Linux, UNIX, Kubernetes, and Openshift, as well as your ability to troubleshoot complex issues and provide exceptional customer support.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable for this role.

Backend & Server Technologies:

Linux: Red Hat's products and technologies are built on Linux, so a strong understanding of Linux and UNIX systems is essential for this role.
Kubernetes: Familiarity with Kubernetes is required for this role, as you will be supporting customers using Red Hat's Openshift and Kubernetes technologies.
Openshift: Experience with Openshift is preferred, as you will be working with customers using Red Hat's Openshift platform.

Development & DevOps Tools:

Jira: Red Hat uses Jira for project management and issue tracking.
Confluence: Red Hat uses Confluence for knowledge sharing and collaboration.
Slack: Red Hat uses Slack for instant messaging and team communication.
Google Workspace: Red Hat uses Google Workspace for document collaboration and productivity.
Zoom: Red Hat uses Zoom for video conferencing and virtual meetings.

📝 Enhancement Note: Red Hat's technology stack is built on open-source technologies, with a focus on Linux, Kubernetes, and Openshift. Familiarity with these technologies is essential for this role, as you will be supporting customers using Red Hat's products and technologies.

👥 Team Culture & Values

Web Development Values: Not applicable for this role.

Collaboration Style:

Cross-Functional Collaboration: Red Hat's Global Support Services team works closely with other teams, including product development, engineering, and sales, to ensure customers get the maximum value from Red Hat's products and technologies.
Code Review Culture: Red Hat follows an open-source code review process, with a focus on collaboration, feedback, and continuous improvement.
Knowledge Sharing: Red Hat encourages knowledge sharing and collaboration, with regular team meetings, workshops, and training opportunities.

📝 Enhancement Note: Red Hat's culture is built on open-source principles, fostering an environment of transparency, collaboration, and inclusion. The company values diversity and encourages applicants from all backgrounds to apply.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting: Troubleshooting complex technical issues can be challenging, requiring a strong understanding of Linux, UNIX, Kubernetes, and Openshift, as well as excellent problem-solving skills.
Customer Expectations: Customers may have varying levels of technical expertise, requiring you to adapt your communication style and approach to meet their needs.
Workload Management: As a Technical Support Engineer, you may face a high volume of customer inquiries, requiring you to manage your workload effectively and prioritize your time accordingly.

Learning & Development Opportunities:

Technical Training: Red Hat offers numerous training and development opportunities, including online courses, workshops, and webinars, to help employees grow their skills and advance their careers.
Conferences and Events: Red Hat encourages employees to attend industry conferences and events, providing opportunities to learn from experts, network with peers, and stay up-to-date with the latest trends and best practices.
Mentorship Program: Red Hat offers a mentorship program, pairing employees with experienced mentors who can provide guidance and support as they navigate their careers.

📝 Enhancement Note: Red Hat's learning and development opportunities are designed to help employees grow their skills and advance their careers within the organization. The company encourages employees to take advantage of these opportunities and pursue their professional development goals.

💡 Interview Preparation

Technical Questions:

Linux and UNIX: Be prepared to answer questions about your Linux and UNIX system administration experience, including installation, networking, firewall, security, clustering, web servers, and databases.
Kubernetes and Openshift: Familiarize yourself with the latest features and best practices for Kubernetes and Openshift, and be prepared to discuss your experience with these technologies.
Troubleshooting: Practice your troubleshooting and problem-solving skills, focusing on your ability to diagnose and resolve complex technical issues.

Company & Culture Questions:

Red Hat's Mission: Be prepared to discuss Red Hat's mission and how your role as a Technical Support Engineer contributes to the company's overall goals.
Open-Source Principles: Red Hat is built on open-source principles, fostering an environment of transparency, collaboration, and inclusion. Be prepared to discuss your experience with open-source technologies and how you've contributed to open-source communities in the past.
Customer Focus: Red Hat is committed to providing exceptional customer support and ensuring customers get the maximum value from Red Hat's products and technologies. Be prepared to discuss your customer service experience and how you've gone above and beyond to meet customer needs in the past.

Portfolio Presentation Strategy:

Case Studies: Include case studies in your portfolio that demonstrate your ability to troubleshoot complex issues and provide creative solutions for customers.
Technical Documentation: Document your approach to troubleshooting, the steps you took to resolve issues, and the outcomes. Include any relevant scripts or code snippets that demonstrate your technical prowess.
Customer Testimonials: Include customer testimonials or feedback that demonstrates your ability to provide exceptional customer support.

📝 Enhancement Note: Red Hat's interview process is designed to evaluate your technical skills, customer service experience, and cultural fit with the company. Be prepared to discuss your experience with Linux, UNIX, Kubernetes, and Openshift, as well as your ability to troubleshoot complex issues and provide exceptional customer support.

📌 Application Steps

To apply for this Technical Support Engineer - Openshift position at Red Hat:

Submit Your Application: Click on the application link provided in the job listing and complete the online application form.
Customize Your Portfolio: Tailor your portfolio to highlight your Linux and UNIX system administration skills, as well as your experience with Kubernetes and Openshift. Include case studies that demonstrate your ability to troubleshoot complex issues and provide creative solutions for customers.
Optimize Your Resume: Highlight your relevant experience and skills, focusing on your Linux, UNIX, Kubernetes, and Openshift expertise. Include any relevant certifications or training, such as Red Hat Certified System Administrator (RHCSA) or Red Hat Certified Engineer (RHCE).
Prepare for Technical Assessment: Brush up on your Linux and UNIX system administration skills, and familiarize yourself with the latest features and best practices for Kubernetes and Openshift. Practice your troubleshooting and problem-solving skills, focusing on your ability to diagnose and resolve complex technical issues.
Research Red Hat: Familiarize yourself with Red Hat's mission, values, and open-source principles. Be prepared to discuss how your role as a Technical Support Engineer contributes to the company's overall goals and how you've contributed to open-source communities in the past.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with Red Hat before making application decisions.

Technical Support Engineer- Openshift