Red Hat Associate Technical Support Engineer in Pune, India
At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
The Red Hat Customer Experience and Engagement team is looking for a Software Maintenance Engineer to join us in Pune, India. In this role, you will help us resolve issues of our enterprise customers quickly and effectively. You’ll work as part of the Global Support Engineering team to provide high-level technical support and sustaining engineering services designed to maximize uptime and reduce IT costs. As a Software Maintenance Engineer, you will maintain close working relationships with our customers’ top developers and architects and assist our front-line support engineers with the most complex and challenging issues. Daily contact with our R&D team will allow you to regularly work alongside some of the best open source developers in the world.
Primary job responsibilities
Provide technical support to Red Hat enterprise customers
Work with Red Hat enterprise customers across the globe on a 24/7 basis which will require you to work in shifts
Analyze and resolve complex customer problems within the core Linux kernel
Analyze upstream development against current customer reported defects and develop or backport patches to resolve them
Use available tools like crash and systemtap to investigate and troubleshoot technical issues
Record customer interactions to include investigation, troubleshooting, and the resolution of issues
Work closely with Red Hat's production support engineers, technical account managers, and development engineering teams
Demonstrate good judgement in selecting methods and techniques for obtaining solutions
Manage workload to ensure that all customer issues are timely handled and their issues resolved
Assist in the development of comprehensive and reusable self-service solutions for future incidents
5+ years of experience as a support, sustaining, or development engineer or other directly related experience in an enterprise environment
Outstanding understanding of Linux tools, with emphasis on GCC, GNU Binutils, Git, crash, and systemtap
Demonstrated understanding of compilers and other packages included in Linux distributions
Solid understanding of runtime environment implementation
Solid understanding of computer architecture and hardware ABI’s for Intel 64, AMD64, and i386; understanding of PowerPC (PPC) and z-series architectures is a plus
Solid development-level experience with C and Assembly; familiarity with writing patches
Experience with Linux kernel internals and writing scripts using Bash, Python, or Perl to troubleshoot and correct Linux issues
Commitment to providing the best experience possible for Red Hat customers
Bachelor’s degree or higher in computer science or other technical discipline or equivalent work experience
Linux operating system installation, configuration, upgrades, and maintenance experience is a plus
Upstream involvement in open source projects (patches submitted for upstream inclusion) is a plus
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Job ID 57657
Department Technical Support
Posting date 10/9/2017
Remote base ..