Technical Support Engineer

The Red Hat Global Support Services team is adding a Technical Support Engineer with a background in Linux system administration to join us remotely in the West Coast of USA. In this role, you will deliver an outstanding customer support experience by providing technical support and sustaining engineering 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.

What you will do:

• Ensure that customers get the maximum value from and easily use our products and subscriptions

• 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 create innovative 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:

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

• Excellent understanding of Linux and UNIX; Operational Linux system administration experience is greatly preferred

• Advanced troubleshooting and debugging skills, with a passion for problem solving, solution oriented investigation, and continuous learning

• 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 bilingual communication skills in the English and Spanish languages

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

• Experience with non x86_64 architectures is an optional benefit

• Experience with clustering solutions such as Pacemaker, Veritas, Service Guard, or other High Availability software would be beneficial

• Some previous software scripting or programming experience would be beneficial; experience in bash, python and/or C would be preferred. 

• Ability to multitask, prioritize, and work well under pressure 

• Ability to work both independently and as part of a team

• 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

• A Red Hat Certified Engineer (RHCE) certification is a strong bonus 

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 work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. 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 contribute their ideas, help solve complex problems, and make an impact.

Benefits
●    Comprehensive medical, dental, and vision coverage
●    Flexible Spending Account - healthcare and dependent care
●    Health Savings Account - high deductible medical plan
●    Retirement 401(k) with employer match
●    Paid time off and holidays
●    Paid parental leave plans for all new parents
●    Leave benefits including disability, paid family medical leave, and paid military leave
●    Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more! 

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States. 

Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)
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, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.