Technical Support Engineer – Identity Management

The Red Hat Global Support Services team is adding a Technical Support Engineer with a background in Identity Management ( “idm”, IAM” )Linux system administration to join us remotely in North America. In this role, you will deliver an outstanding customer support experience by providing technical support services to enterprise subscription customers. 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 North America will be considered to work remotely.

 

What you will do:

• Support customers by responding within the designated service-level agreement (SLA) period to incoming calls 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 support West Coast 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 in a fast paced environment and comfortable interacting with customers via live conference calls.

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

• Ability and willingness to learn new open source technologies.

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

• 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

The salary range for this position is $34.66 - $55.43. 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 pa