Principal Technical Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee, troubleshoot, and enhance containerized applications and infrastructure utilizing Kubernetes, Red Hat OpenShift, and OpenStack.

• Act as the domain expert for essential cloud infrastructure technologies.

• Manage advanced Linux (CentOS) systems, Docker/containers, and intricate networking setups.

• Spearhead the investigation and resolution of complex, high-severity customer issues throughout the cloud stack.

• Determine root causes and implement sustainable solutions for customer incidents.

• Prepare and conduct Root Cause Analyses (RCA) for significant incidents.

• Design, test, and maintain automation scripts using Python and Ansible.

• Deliver end-to-end Escalation, Monitoring, and Emergency (EME) support as the final escalation point.

• Ensure service availability and adherence to SLAs.

• Engage in rotational on-call support, customer calls, and urgent response teams.

• Collaborate with customers and internal teams to provide customized technical solutions.

• Keep abreast of cloud and containerization best practices as well as emerging technologies.

• Carry out interventions in live environments in accordance with the Standard Network Touch Policy.

⛳️ Requirements

• Extensive knowledge and demonstrated hands-on experience in Linux administration.

• Strong understanding of TCP/IP, routing, load balancing, and firewall configurations in a cloud setting.

• Deep familiarity with Kubernetes orchestration, OpenStack platforms, and Docker/containers.

• Exceptional troubleshooting abilities and an analytical mindset for complex issues.

• Proficient in Python scripting.

• Practical experience with Ansible.

• Expertise in preparing and executing Root Cause Analyses (RCAs).

• Proven background in EME (Escalation, Monitoring, and Emergency) management processes.

• Excellent written and verbal communication abilities.

• Capability to manage customer pressure and expectations in a professional manner.

• Strong collaboration skills, excelling in a high-pressure, dynamic support environment.

• Willingness to work shifts following a follow-the-sun model.

• Readiness to participate in a mandatory rotational on-call schedule.

• Relevant certifications are advantageous: 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 option.

• Follow-the-sun scheduling with consistent standard work-week hours.

• 24/7 team coverage.

• Rotational on-call support schedule.

• Flexible work environments based on role requirements.

• Reasonable accommodations for applicants with disabilities.