Software Support Manager jobs in Holyoke, MA

About the job

The Red Hat Telecom, Media and Entertainment (TME) support engineering group is adding a Cloud Support Engineer with a strong background in Platform as a Service technologies to support Nokia CloudBand Infrastructure Software (CBIS) and Nokia Container Services (NCS). Red Hat's technical support engineering is a customer facing support organization that provides high quality technical support to customers around the globe across all Red Hat product lines and is dedicated to resolving issues quickly and efficiently. As a Cloud Support Engineer, you will be challenged in providing high-level support to telecom operators to help maximize up-time. You will regularly collaborate with the customer's support teams to troubleshoot complex and challenging issues and join troubleshooting and technical discussions sessions to address technical topics. In this role you'll work closely with application teams to address multi-product issues and must have an acute understanding of the impact of mission critical activities in the cloud. Work location is flexible, Red Hat has offices across the U.S. and well-qualified, home-based engineers in the U.S. and Canada will also be considered to work remotely.

What you will do

• Act as the direct contact and adviser for customer inquiries about CloudBand Infrastructure Software and Nokia Container Services products via ticketing tool, by phone and using remote access tools
• Deliver an exceptional customer experience by using professional communication, applying existing knowledge, and deep troubleshooting to resolve a variety of issues
• Quickly analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner
• Collaborate with other support engineers and other internal teams and external parties during the problem resolution process
• Ability to multitask, prioritize, and work under pressure
• Outstanding troubleshooting skills and passion for problem solving and investigation
• Capability to front-ending the customer and internal stakeholders at the senior management level
• Document diagnostic steps and create reusable solutions for future incidents
• Ability to work as part of a team and focus on customers and solving their issues
• Be available to perform weekend shift duties on a rotational schedule when needed
• Contribute to regional or global initiatives or projects
• Fish-bone analysis for high impact service interruptions

What you will bring

• 5 years of experience working as a support or development engineer for a Platform-as-a-Service provider or hosting service
• 5 years of experience working with Linux or Unix operating systems
• Experience deploying in the data center, including upgrades, updates and disaster recovery
• Proficient with Kubernetes internal architecture and sound knowledge of container technologies and the tools and challenges around them
• In-depth understanding of cloud technologies, telecom ecosystem, OpenStack architecture and components
• Experience in telco cloud, including NFV Architecture, ETSI MANO, OpenStack, SDN, Open-O, ONAP, SR-IOV, OVS-DPDK, etc.
• Experience with performance and monitoring tools like Zabbix and Ceilometer,
• Experience with Elasticsearch, Fluentd, and Kibana (EFK) and Elasticsearch, Logstash, and Kibana (ELK)
• Experience with Ceph storage and virtualization
• Hands-on experience with Python and scripting languages, like Perl and bash
• Strong networking knowledge; networking security is a plus

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