It’s about work
The Red Hat Global Support Services team is looking for skilled Technical Support Engineers to provide an excellent customer support experience for our enterprise subscription customers. Unlike most software companies, we do not sell software licenses or “break” pay-per-instance support.
Instead, we sell a subscription that includes an unlimited number of support cases, product documentation, security software and updates, and updates for new versions of our software. As a Technical Support Engineer, you will be a trusted advisor to and closely partner with enterprise-level customers and help our customers continually evaluate and resolve technical issues for the Red Hat cloud computing product portfolio.
meet business needs online and over the phone. You will work with key customers on-site and remotely to build relationships of trust and confidence between Red Hat and the customers’ engineering, development and operations teams. You will also be an expert in one or more Red Hat products such as Red Hat Enterprise Linux OpenStack Platform.
Many of your clients will be other engineers, so developing your technical skills is important. You need to clear the Red Hat certification used for your specific product, i.e. Red Hat OpenStack or Red Hat Certified System Administrator (RHCSA) in the Red Hat Certified Engineer (RHCE) exam.
What are you going to do?
- Make sure customers can use our products and subscriptions easily to get the best value
- Customer support by responding to incoming calls, chat and web-based inquiries about our technology within specified SLAs.
- Develop solutions and solve problems by understanding our clients’ business needs
- Actively update our customers and ensure they are satisfied with our support services
- Work with other engineers and developers to develop creative solutions, including product improvements, for our customers
- Contribute to the Red Hat Knowledge Management System and share your troubleshooting knowledge; Provide troubleshooting guidance and solutions to other engineers in the domain
- Manage client cases and keep court documents clear and concise
- Participate in forensic analysis conferences with clients as needed
- Travel regionally to visit clients as needed
What are you going to bring?
- Debugging OpenStack
- Linux or UNIX system administration experience
- Knowledge of compute, storage, and networking as they relate to the Red Hat OpenStack platform
- Knowledge of troubleshooting and deploying the Red Hat OpenStack platform
- Bachelor’s degree or equivalent experience in the field of corporate IT
- Technical knowledge and experience of Linux kernel and networking
- Thorough understanding of OpenStack architecture and management experience across all business components. Advanced troubleshooting and troubleshooting skills with a passion for problem solving and research
- Previous customer service or technical support experience; willingness to go above and beyond in helping customers
- Ability to manage and develop customer relationships with existing corporate partners by providing high quality support
- Red Hat certifications such as Red Hat Certified System Administrator (RHCSA) or Red Hat Certified Engineer (RHCE) in Red Hat OpenStack, or want to get certified in the first 90 days.
- Ability to deal with rapid change and limited structure
- Ability and willingness to learn new open source technologies
- Excellent written and oral English communication skills
The following are considered additional:
- Previous experience with Ceph or Gluster storage
- Industry experience with Software Defined Networking (SDN), Network Function Virtualization (NFV) and cloud computing
- Professional experience with Telco industry
- Experience scripting or programming in languages such as Java, C or Python
About Red Hat
Red Hat is a global provider of open source software solutions that uses a community-driven approach to deliver high-performance Linux, cloud, container and Kubernetes technologies. Spread across 40+ countries, our colleagues have the flexibility to choose the work environment that best suits their needs, from co-working spaces to flex-offices.
Red Hatters are encouraged to bring their best ideas, regardless of title or position. We are a leader in open source because of our open and inclusive environment. We hire creative, passionate people who are ready to contribute ideas, solve complex problems and make an impact. The possibilities are endless. Join us.
