The Red Hat Customer Success and Services (CSS) team is looking for a Principal Technical Support Engineer to join us in Pune or remotely in India. In this role, you’ll provide an excellent customer support experience for our enterprise subscription customers. You will be a trusted adviser to customers, partner closely with them, and help us continually prove our value as you troubleshoot and resolve their technical issues. You’ll work with the entire portfolio of Red Hat cloud computing solutions to meet the customer business needs. As a Principal Technical Support Engineer, you'll work with key customers on site and remotely to build a relationship of trust and confidence between Red Hat and the customer engineering, development, and operations teams. You will also become an expert in one or more Red Hat’s solutions like Red Hat OpenStack Platform.

What You Will Do
• Ensure that customers get the maximum value from Red Hat OpenStack Platform solutions and use them easily
• Troubleshoot the customer issues of Red Hat OpenStack Platform in production environment
• Provide issue resolution to strategic customers over various support channels
• Develop solutions for our customers while understanding their business needs
• Exceed customer expectations by providing outstanding customer service
• Keep our customers updated and ensure they are satisfied with our support
• Collaborate with other engineers to develop creative solutions for our customers
• Share your knowledge in the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
• Manage customer cases and maintain clear and concise case documentation
• Participate case review conference call with customers when needed

What You Will Bring
• Troubleshooting skills in Red Hat OpenStack Platform
• 6+ years of Linux or UNIX system administration experience
• Working knowledge of compute, storage, and network in relation to Red Hat OpenStack Platform
• Troubleshooting and deployment knowledge of Red Hat OpenStack Platform
• Bachelor’s degree or equivalent experience working within the enterprise IT sector
• Technical knowledge of and experience with the Linux kernel and networking
• Fundamental understanding of the Red Hat OpenStack Platform architecture and administration experience across all working components
• Advanced troubleshooting and debugging skills with a passion for problem solving and investigation
• Demonstrated customer service experience or prior technical support experience; willingness to go above and beyond in assisting customers
• Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support
• Red Hat certification like Red Hat Certified System Administrator (RHCSA) in Red Hat OpenStack or Red Hat Certified Engineer (RHCE) or willingness to pursue a Red Hat certificate within first 90 days in this role