At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer to join our worldwide support team in the U.K. In this role, you will become an expert on Linux system administration and troubleshooting by earning your Red Hat Certified Engineer (RHCE) certification and getting up to speed with our Support team. You'll then use your deep knowledge of Linux-based operating system internals to resolve problems quickly and effectively for our enterprise customers. Our customers will typically be other engineers, so you will continually develop your technical skills. This is a great chance to become part of a fast-paced, innovative company that is changing the way software is developed, sold, and supported.
Primary job responsibilities:
Ensure that customers can get the maximum value from and easily use our offerings and subscriptions
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 offerings, especially in the areas of interoperability with base operating system technologies like PAM and SSH, directory services, etc.
Exceed customer expectations by providing outstanding customer service
Proactively update our customers and ensure that they are satisfied with our support 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
Participate in case review conference calls with customers when needed
Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat’s knowledge management system
Working experience with UNIX and Linux administration
Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
Bachelor's degree or equivalent experience within the enterprise IT sector
Demonstrated first-rate customer service experience or prior technical support experience
Scripting or programming experience in languages like Bash, C, or Python
Ability to deal with rapid change
Proven ability and willingness to learn new open source technologies
Understanding of LDAP and Active Directory, Samba, Kerberos, or IPA
Solid cross-platform troubleshooting capabilities, particularly in the area of Active Directory and inter-operation with Linux-based solutions
Excellent reading and writing skills in English; any other European language is a plus
Understanding of public key Infrastructure (PKI) concepts is a big plus
Linux operating system installation, configuration, upgrade, and maintenance experience is a plus
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.