Technical Support Engineer

The Red Hat Global Support Services team is looking for a Technical Support Engineer to join an exciting, rapidly growing team at the forefront of modern cloud infrastructure! Our team specializes in cutting-edge technologies such as Kubernetes, OpenShift, and virtualization to support organizations worldwide.  We're dedicated to providing world-class support and ensuring our clients get the best experience from our platform.  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 by troubleshooting and resolving 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), and you'll be required to pass the Red Hat Certified System Administrator (RHCSA) exam if you do not already have an equivalent cert. All training and resources are provided by Red Hat after starting. Work location is flexible and well qualified home-based applicants throughout Colombia will be considered to work remotely. If you are passionate about open-source technologies, solving complex challenges, and helping customers succeed, we'd love to meet you!

What you will do:

• Ensure that customers get the maximum value from and easily use our products and subscriptions

• Support customers by responding within the designated service-level agreement 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 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 experience as a support, sustaining, or development engineer or other directly related experience within an enterprise environment

• Excellent understanding of Linux and UNIX; basic Linux system administration experience is greatly preferred 

• Exceptional command of English with strong written and oral communication skills.

• Fundamental understanding of Kubernetes and/or Openshift 

• Experience with Podman, Docker, Kubernetes, Openshift or a combination of each 

• 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 preferred 

• Knowledge of installation, networking, firewall, security, clustering, web servers, and databases using Linux is greatly preferred

• Experience with non x86_64 architectures (ppc64, s390x, arm) would be beneficial

• Some previous software scripting or programming experience would be beneficial 

• Ability to multitask, prioritize, and work well under pressure 

• Bachelor's degree or equivalent experience within the enterprise IT sector 

• A Red Hat Certified System Administrator (RHCSA) is required but can be obtained after starting

•  A Red Hat Certified Engineer (RHCE) certification is a strong bonus 

About Red Hat

Red Hat is the world’s leading provider of enterprise 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.

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 different 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 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.