Join to apply for the Senior Cloud Technical Support Engineer role at Red Hat Red Hat is seeking a Senior Technical Support Engineer with expertise in OpenShift, Kubernetes, cluster deployment, and configuration to join our Managed Cloud Services Customer Experience team in Colombia. The Red Hat Cloud & AI Platforms Services organization is responsible for the strategy, design, and implementation of the end-to-end customer experience with Red Hat Cloud Services and AI Platforms. Our team provides world-class support to Red Hat customers and partners globally for our Platform as a Service (PaaS) and Software as a Service (SaaS) offerings, including Red Hat OpenShift on AWS (ROSA), Azure Red Hat OpenShift (ARO), OpenShift Dedicated on AWS and GCP (OSD), and Red Hat OpenShift AI (RHOAI). This position offers a great opportunity to join a leading enterprise software and services company and a leader in open source software. We foster a transparent, inclusive environment that values diverse voices and continuous improvement. What You Will Do Provide exceptional customer experience through professional communication, deep troubleshooting, and direct actions in cluster environments to resolve issues. Contribute to initiatives to reduce customer effort, improve tooling, and develop automation software to increase efficiency. Serve as the primary contact and advisor for customer inquiries via our Customer Portal, conference calls, and remote access. Proactively analyze cluster status, identify high-risk issues, and propose resilient solutions. Document customer interactions, troubleshooting steps, and resolutions to create reusable solutions. Create and maintain knowledge articles following the KCS methodology. Partner with internal and external teams to deliver seamless infrastructure support. Manage incident workloads to ensure timely resolution of customer issues. Work effectively as part of a team, focusing on customer issues and resolution. Be available for rotational weekend shifts. What You Will Bring 5+ years in a customer-facing role. Experience with container technologies and orchestration platforms such as cri-o, Kubernetes, xKS, Docker, and OpenShift Container Platform. Knowledge of developer workflows, CI/CD tools like Jenkins. Strong troubleshooting skills using tools like curl, strace, oc, Wireshark, etc., especially in networking and performance issues. Experience with monitoring tools such as Prometheus, Grafana, FluentD. Experience with configuration management and automation tools like Ansible, Terraform, Splunk. Scripting and automation skills are a plus. Ability to operate in secure, high-availability environments and collaborate with SRE teams. Knowledge of ITIL practices. Excellent communication skills in English and Spanish. About Red Hat Red Hat is a leading provider of enterprise open source software solutions, with a presence in over 40 countries. We promote a flexible, inclusive, and innovative work environment where ideas are valued and diversity is celebrated. Inclusion at Red Hat Our culture is built on transparency, collaboration, and inclusion, empowering diverse voices and perspectives to drive innovation. We welcome applicants from all backgrounds. Equal Opportunity Policy (EEO) Red Hat is an equal opportunity employer. We do not discriminate based on race, gender, age, disability, or other protected categories. We support applicants with disabilities by providing reasonable accommodations. #J-18808-Ljbffr