Red Hat Senior Technical Support Engineer - Western U.S. in United States

Job description

Company description

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.

Job summary

The Red Hat Customer Experience and Engagement (CEE) team is looking for a Senior Technical Support Engineer to join us in the Western United States. In this role, you'll assist enterprise subscription customers by investigating, troubleshooting, and resolving issues they experience with Red Hat Enterprise Linux (RHEL) and related offerings like Red Hat Satellite, clusters, containers, and directory server, primarily via phone and online.

Primary job responsibilities

  • Provide technical support to customers by taking incoming calls and responding to web and chat-based inquiries

  • Investigate, troubleshoot, and develop solutions for problems that customers are experiencing

  • Exceed customer expectations by providing outstanding customer experience

  • Ensure customers get maximum value from their subscriptions

  • Regularly collaborate with in-house support engineers and developers to produce creative solutions and improve customer satisfaction

  • Contribute to global Red Hat knowledge management system

Required skills

  • 3+ years of relevant product administration experience, including with installation methods, networking, firewalls, security, clustering, web servers, and databases

  • Experience as a technical support or development engineer in an enterprise environment

  • Advanced troubleshooting and debugging skills; passion for problem-solving and investigation

  • Outstanding written and verbal communication skills in English

  • Red Hat Certified Engineer (RHCE) or other Linux certification, or willingness and ability to earn it within 90 days of starting

  • Scripting or programming experience in languages like Bash, C, Perl, Python, Java, or Ruby is a plus

  • Bachelor's degree in computer engineering or computer science is a plus

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Job ID 59425

Department Technical Support

Location US-Remote

Posting date 9/20/2017

Remote base Anywhere in Western US