About the job:The Red Hat Ansible Support Engineering team is looking for a Technical Support Engineer with a background in IT automation technologies to join us in Mexico.In this role, you will help customers resolve technical issues with the deployment and use of the Red Hat Ansible Automation Platform suite of solutions, which includes automation controller and automation execution environment. You'll stage simulations in a lab environment to assist with problem identification and the verification of problem resolutions and you'll perform escalation of bugs identified in simulation or reproduction testing for the development and quality engineering (QE) teams.What you will do:- Address and resolve customer issues regarding Red Hat Ansible Automation Platform to include Tower (controller) and Ansible Engine (core) via the ticketing system- Investigate and troubleshoot technical issues and provide solutions to problems to customers- Create and carry out testing strategies to reproduce a wide variety of customer environments regarding issues and bugs found with Red Hat Ansible Tower and Red Hat Ansible Engine- Work with customers to migrate, upgrade, and maintain Red Hat Ansible Tower- Contribute regularly to the global Red Hat knowledge management system- Exceed customer expectations by providing outstanding customer experience- Regularly collaborate with in-house support engineers and developers to produce creative solutions and improve customer satisfactionWhat you will bring:- 2+ years of Linux systems administration experience, including installation methods, networking, firewall, security, clustering, web servers, and databases; experience with Red HatEnterprise Linux (RHEL) is preferred- Experience as a technical support or development engineer, preferably within an enterprise environment- Ability to set up replication scenarios for customer issues and ability to identify patterns and understand the broader context- Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation- Experience with enterprise data center environments and datacenter operations- Experience with cloud technologies, like Amazon Web Services (AWS), EC2, Red Hat OpenStack Platform, Microsoft Azure or VMware- Outstanding written and verbal English communication skillsThe following will be considered a plus:- Experience with Ansible Automation Platform, Tower or Core- Scripting or programming experience in languages like Bash, Python, Java, or Ruby- Experience with open source communities via mailing lists, bug reports, patches, etc.- Bachelor's degree in computer science, computer engineering, or technology-related disciplineLI-JR1LI-REMOTE
