Red Hat Technical Support Engineer – Identity Management in Raleigh, North Carolina

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 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

Required skills

  • 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

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 62431

Category Technical Support