About the job

The Red Hat Customer Experience and Engagement (CEE) is looking for a Senior Technical Support Engineer to join us in Australia to support our API management offering. In this role, you will collaborate with our engineering team, customers' top developers, and architects, understanding, troubleshooting, and guiding complex and important issues to resolution. You'll provide high-level technical support and sustaining engineering services designed to maximize uptime and reduce IT costs. You will maintain close working relationships with our customers and assist other engineers with complex and challenging issues. This position is a great opportunity to join one of the fastest-growing enterprise software companies and work with the latest, most innovative technologies.

What you will do

• Use available tools to investigate and fix technical issues and resolve complex customer problems; training will be provided
• Record customer interactions, including investigation, troubleshooting, and the resolution of issues
• Work closely with our development engineering and site reliability teams and assist production support engineers, technical account managers, and consultants with queries regarding our offerings
• Share your knowledge gained from solving issues by contributing to the global Red Hat knowledge management system
• Maintain dedication to providing the best experience for Red Hat’s customers
• Manage workload to ensure that all customer issues will be handled in a timely manner and guided to resolution
• Assist in the development of comprehensive and reusable self-service solutions for future incidents

What you will bring

• Experience with API management; experience with application development and web services (HTTP, REST, and SOAP), Spring Boot, microservices, JavaScript, web technologies, proxies, authentication, and security
• Knowledge and understanding of application server technologies like Red Hat Application Services, IBM WebSphere, or Oracle WebLogic
• Experience that includes MySQL, PostgreSQL, or Oracle Database
• Knowledge and understanding of Docker and Kubernetes or Red Hat OpenShift
• Experience working as part of a team, using analytical and problem-solving skills 
• Knowledge of Git and the use of continuous integration (CI) and continuous development (CD)
• Ability to figure out system functionality by looking at code
• Knowledge of working with at least one cloud provider like Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP)
• Ability to quickly learn new technologies and follow industry best practices
• Experience working with Linux or UNIX operating systems

The following are considered a plus:

• Experience working on API or Red Hat 3Scale API Management, etc.
• Knowledge of using Kubernetes or Red Hat OpenShift
• Prior developer experience with at least one language like Go, Python, or Java
• Experience with application server technologies like Red Hat Application Services, IBM WebSphere, or Oracle WebLogic
• Upstream involvement in open source projects

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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 reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.