Red Hat Senior Technical Support Engineer in Pune, India

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

Provide an excellent customer support experience for our enterprise subscription customers. The Red Hat Customer Experience and Engagement (CEE) team is looking for a highly-skilled Senior Technical Support Engineer to join us in Pune, India. Unlike most software companies, we don't sell software licenses or "break-fix" pay-per-incident support. In this role, you’ll help us sell subscriptions that include an unlimited number of support incidents, product documentation, security patches and updates, and upgrades to the newest versions of our software. As a Senior Technical Support Engineer, you will be a trusted adviser to enterprise-level customers and partner closely with them and help us continually prove our value to our customers as you troubleshoot and resolve their technical issues for the portfolio of Red Hat cloud computing solutions to meet their business needs both online and over the phone. You will also become an expert in one or more Red Hat solutions like Red Hat storage technologies, especially Ceph and Gluster. Many of your customers will be other engineers, so developing your technical skills is imperative. We'll need you to clear the Red Hat certifications applicable for the solutions you specialize in, i.e. the Red Hat Certified Engineer (RHCE) exam.

Primary job responsibilities

  • Ensure customers can get the maximum value from and easily use our solutions and subscriptions

  • Support customers by responding within the designated SLA to incoming calls as well as chat and web-based inquiries about our technologies

  • Investigate and troubleshoot issues, developing solutions for our customers while understanding their business needs

  • Exceed customer expectations by providing outstanding customer service

  • Actively update our customers and ensure they are satisfied with our support service

  • Collaborate with other engineers and developers to develop creative solutions for our customers, including product fixes

  • Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain

  • Manage customer cases and maintain clear and concise case documentation

  • Participate case review conference call with customers when needed

Required skills

  • 5+ years of Linux or UNIX system administration experience

  • Technical knowledge and actual working experience with the Linux storage and file system

  • Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation

  • Demonstrated first-rate customer service experience or prior technical support experience; desire to go above and beyond in assisting customers

  • Fundamental understanding of the OpenStack, Container architecture and administration experience across all working components

  • Knowledge or familiarity with Amazon Web Services; VMware vSphere, Azure, Google Cloud is a plus

  • Bachelor’s degree or equivalent experience within the enterprise IT sector

  • Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support

  • Ability to deal with rapid change and limited structure

  • Proven ability and willingness to learn new open source technologies

  • Excellent reading and writing skills in English; fluent English language skills are preferred

  • Commitment to providing the best experience possible for Red Hat customers

  • Ability to share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system

  • Previous experience with Ceph or Gluster storage is a plus

  • Prior Red Hat solution certification, e.g. Red Hat Certified Engineer (RHCE) or other relevant certifications is a significant advantage

  • Scripting or programming experience in languages like Bash, C, or Python is preferred

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, veteran status, 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 62928

Category Technical Support