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.
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.