Red Hat 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 support for our enterprise subscription customers. The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer with excellent technical and customer service skills to join us in Pune, India. In this role, you will become an expert in Red Hat’s technologies, including Red Hat JBoss Web Server and Red Hat JBoss Enterprise Application Platform (JBoss EAP), and provide technical support for customers primarily through the phone and internet. You’ll be responsible for performing investigation and troubleshooting to resolve difficult customer issues both quickly and effectively. The customers you'll interact with will often be skilled engineers or even developers, so you’ll need to develop your technical skills to match up to their skill level. As a Technical Support Engineer, you will use your skills and passion for debugging source code and patching and enhancing it. This is a great opportunity to become part of an open source organization where we believe in giving our associates the right platform, tools, and freedom to work on source code and contribute to it.

Primary job responsibilities

  • Own the resolution of customer issues from initial contact to complete customer satisfaction

  • Use efficient problem-solving techniques and resolve complex, critical, and sensitive support issues

  • Work with customer associates and consultants, including business managers, project managers, software engineers, security analysts, datacenter engineers, and customer network operations centers (NOCs)

  • Create Knowledge Base articles and technical notes

  • Engage and collaborate with open source developers around the world

  • Serve as a technical point of contact for a technology of your choice within the Red Hat JBoss Middleware domain

  • Advocate customer requests and offer innovative ideas to improve the quality of our offerings

  • Manage assigned offerings and components by prioritizing open issues for development

  • Occasionally be available after office hours and on weekends

Required skills

  • Production support experience

  • Solid customer service skills

  • Direct experience with Apache web servers 2.2.x, 2.4.x, and 3.x and Apache Tomcat 5.x, 6.x, 7.x., and 8.x

  • Familiarity with Apache HTTP Server as reverse proxy and certificates generation for SSL configuration

  • Good knowledge of cluster, failover, and load-balancing modules like modproxy, modjk, modcluster, and modssl with ISAPI redirector and IIS web server

  • Familiarity with application server technologies like Red Hat JBoss Enterprise Application Platform (JBoss EAP), Red Hat JBoss Application Server, WildFly, Oracle WebLogic, IBM Websphere, Apache Geronimo, or GlassFish

  • Familiarity with web servers like Apache HTTP Server, Oracle iPlanet, Oracle HTTP Server, IBM HTTP Server (IHS), NGINX, or lighttpd

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

  • Knowledge on HTTP 1.0 and 1.1 protocols and HTTP methods and error codes; understanding of the TCP protocol

  • Core Java, JavaServer Pages (JSP), and Java Servlet programming skills

The following are considered a plus:

  • Certifications like Red Hat Certified Specialist in Enterprise Application Server Administration or Red Hat Certified JBoss Administrator (RHCJA)

  • Experience with the Linux or Unix operating systems; any Oracle, Red Hat, or Suse Linux certification

  • Knowledge of various other modules of httpd like modrewrite, modheader, modnss, and modphp

  • Fundamental understanding of SSL and TLS Encryption and SSLv2 and v3 and TLSv1, v1.1, and v1.2 protocols

  • Understanding of tcp dump analysis

  • C and C++ programming skills

  • PHP programming skills

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 63202

Category Technical Support