Red Hat Technical Support Engineer – Identity Management in Raleigh, North Carolina
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 Support Delivery team is looking for a Technical Support Engineer with centrally managed directory server experience in Raleigh, NC. In this role, you'll provide high-level technical support and engineering services to enterprise customers that use Red Hat's suite of access and identity management solutions. You will perform basic investigation and troubleshooting to resolve difficult issues and partner closely with other support engineers to provide the best possible experience to Red Hat's enterprise customers. The Red Hat Support Delivery team is dedicated to resolving issues quickly and efficiently and this is a great opportunity to join a fast growing enterprise software and services company and the world's leading provider of open source solutions.
Primary job responsibilities
Provide technical support and engineering services to subscribers of Red Hat's suite of access and identity management solutions
Diagnose problems, troubleshoot customer issues, and find solutions to those issues
Engage customers by responding to incoming calls, chat, and web-based inquiries
Analyze upstream development against current customer reported defects and develop patches to resolve the issue
Regularly collaborate with in-house support engineers and developers to produce creative solutions and improve customer satisfaction
Record customer interactions like investigation, troubleshooting, and resolution of issues
Become an expert on a Red Hat Storage portfolio
Share your experience and findings by contributing to the Red Hat knowledge management system
Write and publish blogs, white papers, and knowledge base articles
Experience as a support or development engineer on Linux; or closely related experience, preferably within an enterprise environment
Linux operating system installation, configuration, upgrade, and maintenance experience
Experience with centrally-managed directory servers like Red Hat Directory Server, FreeIPA, Active Directory, Sun Directory Server, and Novell eDirectory, including functions like replication
Familiarity with LDAP, Samba, CIFS, and Kerberos
Advanced troubleshooting and debugging skills; passion for problem solving and investigation
Outstanding communication skills
Commitment to providing the best experience possible for Red Hat customers
Bachelor's degree or equivalent experience within the enterprise IT sector
Red Hat Certified Engineer (RHCE) or other Linux certification is a big plus; RHCE must be earned within 90 days of starting
Development experience and experience writing patches is an advantage
Experience with Red Hat OpenStack or OpenShift by Red Hat is a plus
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Job ID 62431
Category Technical Support