Job Summary:

As an Open Organization built on Open-software, Red Hat values innovation, strong technical acumen, customer focus, leadership and, the creativity that impacts the customer experience across a range of products.

The customer Experience and Engagement (CEE) team is looking for an enthusiastic Technical Support Engineer with practical experience with supporting enterprise Linux systems to join us. In this role, you will build on your expertise with Red Hat technologies, namely Red Hat Enterprise Linux (https://www.redhat.com/en/technologies/linux-platforms/enterprise-linux) running on Hybrid Cloud (https://www.redhat.com/en/topics/cloud-computing/what-is-hybrid-cloud) , while providing outstanding technical support to our customers. You'll work closely with our developer and QE teams to incorporate customer feedback and make Red Hat Enterprise Linux an even better product. The customers you'll interact with are often last-level technical contacts on the customer’s side, like system administrators, architects, and solution engineers.

You will be a part of the unique Red Hat culture, enriched with various principles and initiatives, such as Open Management Practices (https://github.com/red-hat-people-team/open-management-practices) , Open Decision Framework (https://github.com/red-hat-people-team/open-decision-framework) , Diversity & Inclusion (https://www.redhat.com/en/jobs/life/diversity) . With the freedom to showcase your leadership skills at any time, you will have the option to bring innovative solutions to complex problems. You will get the opportunity to be a part of several Recognition programs to reward and celebrate your and others’ success. If you want to check the real-life experience of one of our engineers, check out his down-to-earth blog post about the daily life in this role. (http://worldofroot.info/2019/03/05/red-hat-global-support-how-is-it/) This job is a very important centerpiece between our customers and developer teams and is essential to perfecting our product quality and customer experience.

What will you do:

• Build on your knowledge by going through intensive onboarding, which includes taking Red Hat Enterprise Linux (RHEL) Certifications, like Red Hat Certified Engineer (RHCE)

• Support Red Hat’s customers on various Red Hat Enterprise Linux-related issues on different Hybrid Cloud solutions

• Provide technical support to Red Hat enterprise customers

• Diagnose problems, troubleshoot customer issues, help identify the root cause, and develop solutions to technical issues

• Manage workload to ensure that all customer issues are timely handled and driven to resolution.

• Constantly work on your skills so you can keep up with the latest technology trends as well as new products and features in Red Hat’s portfolio

• Exceed customer expectations by providing outstanding customer service

• Consult and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction

• Contribute to the global Red Hat knowledge management system while working on customer issues

• Collaborate with your colleagues on different side projects and contribute to the success of the global team

What will you bring:

• Thorough knowledge of the Linux kernel

• Professional working experience as a support, sustaining, or development engineer or other directly related experience in an enterprise environment

• Previous experience configuring and troubleshooting various scenarios on Linux systems, with knowledge of the Kernel

• Excellent communication and troubleshooting skills, ability to analyze and effectively resolve complex customer issues

• Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus

• Passion for problem-solving and investigation of the most complex customer and technical problems

• Thirst for knowledge, ability to further grow and enhance your technical/interpersonal skills

• Team player attitude, open-minded and collaborative approach

• Any Linux system administration certifications are a plus

#LI-NG1

About Red Hat

Red Hat (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Diversity, Equity & Inclusion at Red Hat

Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)

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.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application-assistance@redhat.com . General inquiries, such as those regarding the status of a job application, will not receive a reply.