Associate Technical Support Engineer - Identity Management

The Red Hat Customer Experience and Engagement (GSS) team is looking for a Technical Support Engineer to join our team. This role will be a full remote role focused on PST and MT working hours.

In this role, you will resolve issues involving Red Hat's suite of access and identity management offerings and become an expert on Linux system administration and troubleshooting. You’ll collaborate with our customers' top developers and architects and assist our subject matter experts with complex and challenging issues, while partnering closely with our development teams and the open source community. This opportunity is a great chance to become part of a fast-paced, leading edge company that is changing the way software is developed, sold, and supported.

What you will do:

• 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 troubleshoot issues, developing solutions for our customers while understanding their business needs

• Resolve customer issues with all identity management products especially in the areas of interoperability with base operating system technologies such as PAM and SSH, directory services, IPA,SSSD and Kerberos

• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation

• Exceed customer expectations by providing outstanding customer service

• Collaborate with other engineers and developers to develop creative solutions for our customers, including fixes for our offerings

• 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

• Manage customer cases and maintain clear and concise case documentation

What you will bring:
 

• Understanding of lightweight directory access protocol (LDAP), Active Directory, Samba, Kerberos or IPA

• Experience with centrally-managed directory servers like Red Hat Directory Server, FreeIPA, Active Directory, Sun Directory Server, and Novell eDirectory, including functions like replication, user authentication protocols.

• Ability to work PST and MDT hours

• Familiarity with LDAP, Samba, CIFS, and Kerberos

• Scripting or programming experience in languages like Bash, C, or Python is a plus

• Working knowledge of smartcards (CAC cards, Yubikey) is a plus

• Experience working with Linux or UNIX operating systems; Linux system installation, configuration, and maintenance experience is a plus

• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation

• Ability to communicate clearly and effectively with customers who have various levels of technical expertise

• 3+ years of experience working as a support engineer

• Ability to handle multiple priorities and deliver in a high-pressure environment

• Ability and willingness to learn new open source technologies.

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

• Red Hat Certified Engineer (RHCE) or other Linux certification is a big plus

• An understanding of public key infrastructure (PKI) concepts is a big plus

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

 

The salary range for this position is $27.02 - $41.92. Actual offer will be based on your qualifications.

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience. 

About Red Hat

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