Technical Support Engineer - Red Hat Enterprise Linux

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About the job
The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer with a background in Linux system administration to join our team in the western U.S. In this role, you will provide an outstanding customer support experience for our enterprise subscription customers. Unlike most software companies, we don't sell software licenses or "break-fix" pay-per-incident support. Instead, we 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 Technical Support Engineer, you will help us continually prove our value to our customers, as you troubleshoot and resolve their technical issues over the phone and online. You'll become an expert in Red Hat products and technologies like Red Hat Enterprise Linux (RHEL), Red Hat OpenShift Container Platform, and Red Hat Ansible Automation Platform and also earn valuable and relevant credentials, including Red Hat Certified System Administrator (RHCSA) and Red Hat Certified Engineer (RHCE). Work location is flexible and well qualified home-based applicants will be considered to work remotely within the U.S. Mountain and Pacific time zones. Successful applicants must reside in a state where Red Hat is registered to do business.
What you will do

  • Ensure that customers realize maximum value from and easily use our offerings and subscriptions
  • Support customers by responding within the designated service-level agreement (SLA) to inquiries
  • Investigate and troubleshoot issues and developing solutions for our customers while understanding their business needs
  • Exceed customer expectations by providing outstanding customer service and provide regular updates to ensure that they are satisfied with our support service
  • Collaborate with engineers and developers to develop creative solutions for 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


What you will bring

  • 3+ years of experience as a support, sustaining, or development engineer or other directly related experience within an enterprise environment
  • Linux system administration experience, including system installation, configuration, and maintenance
  • Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation
  • Ability to communicate clearly and effectively with customers that have various levels of technical expertise
  • First-rate customer service skills; prior help desk experience or customer-focused experience is a plus
  • Ability to multitask, prioritize, and work well under pressure
  • Familiarity with Red Hat's portfolio of offerings and open source software business models
  • Bachelor's degree or equivalent experience within the enterprise IT sector
  • Knowledge of networking, firewall, security, clustering, web servers, and databases using Linux is a plus
  • Experience with non AMD64 architectures is a plus
  • Familiarity with Linux scripting languages is a plus


About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
Benefits

  • Comprehensive medical, dental, and vision coverage
  • Flexible Spending Account - healthcare and dependent care
  • Health Savings Account - high deductible medical plan
  • Retirement 401(k) with employer match
  • Paid time off and holidays
  • Paid parental leave plans for all new parents
  • Leave benefits including disability, paid family medical leave, and paid military leave
  • Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!


Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.

More Information on Red Hat
Red Hat operates in the Automation industry. The company is located in Raleigh, NC, Ann Arbor, MI, Atlanta, GA, Austin, TX, Boston, MA, Washington, DC, Charleston, SC, Charlotte, NC, Chicago, IL, Dallas, TX, Denver, CO, Durham, NC, Los Angeles, CA, Minneapolis, MN, New York, NY, Richmond, VA, St. Louis, MO, Sunnyvale, CA, McLean, VA and Westford, MA. Red Hat was founded in 1993. It has 20000 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Open door policy, OKR operational model, Team based strategic planning and Flexible work schedule. To see all 13 open jobs at Red Hat, click here.
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Raleigh-Durham, NC

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