Linux Technical Support Engineer

 The Red Hat Global Support Services team is adding a Technical Support Engineer, ideally with a background in Linux system administration and Kubernetes to join us remotely in North America (Pacific or Mountain Time Zones). In this role, you will deliver an outstanding customer support experience by providing technical support and sustaining engineering services to enterprise subscription customers.  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 be required to pass the Red Hat Certified System Administrator (RHCSA) exam if you do not already have an equivalent cert.  You will have the opportunity to become an expert in RHOCP Kubernetes product.   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:

• Work through a ticketing system to be the first touch for customer issues

• 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:

• 2+ years experience as a support, sustaining, or development engineer or other directly related experience within an enterprise environment

• Excellent understanding of Linux and paas; and experience is greatly preferred 

• 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 

• Strong communication skills 

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

• Experience with non x86_64 architectures 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 CertifiedSystem Administrator (RHCSA) is required but can be obtained after starting

 

 

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 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

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 have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. 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 contribu