Technical Support Engineer - System Management (Remote) at Red Hat

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About the job
The Red Hat Systems Management Support team is looking for an enterprise-level system engineer to join us remotely as a Technical Support Engineer in North America. In this role, you will provide support and sustaining engineering services for Red Hat Satellite, a system management solution that makes Red Hat infrastructure simple to deploy, scale, and manage across physical, virtual, and cloud environments. As a Technical Support Engineer, you will help customers resolve technical issues and develop close working relationships with top developers, engineers, and architects and assist our front-line support engineers with complex and meaningful issues. Red Hat's Support Delivery team is dedicated to resolving the issues quickly and effectively and is dedicated to improving up-time and reducing IT costs for enterprise customers. Well-qualified engineers willing to work 12-9 ET, 11-8 CT, or 10-7 PT will be considered to work remotely within states or provinces Red Hat is registered to do business.
What you will do
  • Resolve complex customer problems within Red Hat Satellite and other system management solutions
  • Support customers by responding within the designated service-level agreement (SLA) period to incoming calls and chat and web-based inquiries about our technologies
  • Investigate and resolve issues; develop solutions for our customers while understanding their business needs
  • Diagnose problems, troubleshoot, and develop solutions for customer issues
  • Exceed customer expectations by providing outstanding customer service
  • Collaborate with other engineers and developers to develop creative solutions for our customers, including 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
  • Consult with and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction

What you will bring
  • Linux system administration experience, including installation methods, networking, firewall, security, clustering, web servers, and databases using Linux
  • Solid troubleshooting and debugging skills with a passion for problem-solving and investigation
  • Excellent customer service skills, help desk experience, or customer-focused experience
  • Bachelor's degree or equivalent experience in the enterprise IT sector

The following are considered a plus:
  • Scripting or programming experience using Bash, Perl, Python, Java, or Ruby
  • Knowledge of system management tools and infrastructure software
  • Experience with configuration management solutions and automated deployments using Katello, Foreman, Puppet, Spacewalk, or similar tools
  • Red Hat Certified Engineer (RHCE) or other Linux certification

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.
  • 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 Cloud industry. The company is located in Raleigh, NC. Red Hat was founded in 1993. It has 20000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 175 open jobs at Red Hat, click here.
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