About The Job

At Red Hat, customer support includes far more than just break-fix solutions. The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer to join us. In this role, you will provide a premium-level support to enterprise customers from around the world who rely on highly available systems. You’ll ensure personalized, proactive support and guidance to ensure best customer experience as you learn to understand their IT infrastructures, internal processes, and business needs.You will tailor support for different customer environments. You'll work closely with our Senior Support and Software Maintenance Engineering team to debug, test, and resolve issues.

As a Technical Support Engineer, you will be expected to share your knowledge with your colleagues and customers, whether that is by contributing to the global Red Hat knowledgebase to facilitate quicker resolution times for future customer cases, providing internal training sessions on a particular area of interest, or mentoring team mates on an ongoing basis. You will also have the opportunity to be actively involved in product development, verification, troubleshooting, and documentation. Successful applicants must reside in a country where Red Hat is registered to do business.

What You Will Do

• Provide technical support to Red Hat enterprise customers, by performing initial, secondary, and tertiary level investigations for issues on customer enterprise-level systems, especially high availability (HA) environments deployed on Red Hat Enterprise Linux (RHEL)
• Work with Red Hat enterprise customers across the globe
• Diagnose problems, troubleshoot customer issues, and develop solutions to the technical issues
• Manage customer cases and maintain clear and concise case documentation and updates
• Ensure a high level of customer satisfaction with each qualified engagement through the support portal
• Contribute to the global Red Hat knowledge management system while working on customer issues
• Participate in the deploying, testing, and reproducing virtualized and bare metal HA environments for resolving customer technical issues
• Participate in team events to enhance friendly team atmosphere

What You Will Bring

• 5+ years of Linux system administration experience; Red Hat Certified Engineer (RHCE) or higher certification is a plus
• Direct experience with HA technologies; experience with pacemaker cluster stack is a plus
• Solid understanding of TCP and IP networking and concepts
• Excellent troubleshooting and analytical skills; passion for problem solving and investigation
• Solid understanding of storage and file system subsystems like small computer system interface (SCSI), logical volume management (LVM), network file system NFS, etc.
• Growth mindset; willingness to learn and to share knowledge
• Ability to collaborate in a global team environment
• Excellent verbal and written communication skills in English; ability to explain complex technical information

The Following Are Considered a Plus

• Knowledge of Git version control system
• Knowledge of SAP HANA replication, Amazon Web Services (AWS), Red Hat OpenStack Platform, Red Hat Ansible Automation Platform
• Scripting or programming knowledge in Bash and Python

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.