Technical Support Engineer
Location
São Paulo, SP | Brazil
Job description
The Middleware Support Delivery team is seeking NGINX/ experts to join our team of middleware engineers supporting the Red Hat 3scale API Management and customer service skills to join us in Brazil. We're adding an engineer with functional expertise and strong industry experience to provide support for our enterprise subscription customers.
As a Technical Support Engineer, you will provide an important level of technical assistance to ensure that our highly-valued customers get the most out of the product and you will become an expert in Red Hat’s technologies, including products such as Red Hat 3scale API Management and Red Hat OpenShift.
In this role you will use your skills and passion for performing investigation, troubleshooting to resolve customer issues. This is a great opportunity to become part of an open source organization where we believe in giving our associates the right platform, tools, and freedom to work on source code and contribute to it.
- Own the resolution of customer issues from initial contact to complete customer satisfaction;
- Analyzing and reproducing problems, troubleshooting, and quickly learning new technologies and customer environments;
- Use efficient problem-solving techniques and resolve complex, critical, and sensitive support issues;
- Investigate and troubleshoot customer issues and provide solutions to problems
- Be detail oriented, take ownership of issues, and have excellent verbal and written communication skills (Remote sessions and/or Phone calls);
- Provide high-level, detailed technical assistance to ensure that our customers get the most out of our Red Hat Middleware offerings;
- Learn new technologies and provide blogs, whitepapers, and knowledge base articles pushing technical knowledge out to our customers and the community;
- Advocate customer requests and offer innovative ideas to improve the quality of our offerings.
- Excellent verbal and written communications skills required in English
- Bachelor's degree in engineering or computer science;
- At least 3 years of professional experience in a technical support organization;
- Experience with the Linux or Unix operating systems;
- Experience with technologies like Docker/Podman, Containers, Kubernetes, and OpenShift;
- Experience with NGINX , TCP/IP, Swagger, REST APIs;
- Knowledgeable in common Internet technologies and protocols (SSL, OAuth, JSON, XML, etc), understanding the pros and cons of each;
- Proved customer support skills;
- Passion for troubleshooting and debugging skills and passion for problem-solving and investigation;
- Ability and willingness to learn new open source middleware technologies;
- Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat's associates.
The following is considered a plus:
- Experience with Red Hat 3scale API Management and/or Red Hat OpenShift;
- Experience debugging source code, patching and product enhancement;
- Certifications like Red Hat Certified Specialist in OpenShift;
- Certifications like Red Hat Certified Specialist in Red Hat 3scale API Management.
- Able to read, write, and speak Spanish proficiently
#LI-FV1 #LI-REMOTE
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