Technical Support Engineer - System Management
Denver, CO

Job Description

Company description

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.

Job summary

Provide excellent customer support experience for our enterprise subscription customers. The Red Hat Global Support Delivery team is looking for a skilled Technical Support Engineer to join us in Denver, CO. In this role, you will work as part of a team dedicated to resolving the issues of our enterprise customers quickly and effectively. You'll help the team provide high-level technical support and sustaining engineering services designed to improve uptime and reduce IT costs. This is a great opportunity to become part of a fast-paced, creative company that is changing the way software is developed, sold, and supported.

Primary job responsibilities

* 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 resolve issues; develop solutions for our customers while understanding their business needs
* Diagnose problems, troubleshoot, and develop solutions for customer issues
* Exceed customer expectations by providing outstanding customer service
* Collaborate with other engineers and developers to develop creative solutions for our customers, including 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
* Consult with and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction
* Contribute to global Red Hat's knowledge base to improve future customer support
* Be actively involved in the design, development, troubleshooting, documentation, or upstream community work for our offerings

Required skills

* Linux system administration experience, including installation methods, networking, firewall, security, clustering, web servers, and databases using Linux
* Direct experience with storage, including file systems, LVM, Veritas FS, XFS, GFS, storage partitioning and provisioning, mirroring, and high-availability storage solutions
* Solid troubleshooting and debugging skills with passion for problem-solving and investigation
* Excellent customer service skills, help desk experience, or customer-focused experience
* Bachelor's degree or equivalent experience within the enterprise IT sector
* Outstanding written and verbal communication skills in English

The following are considered a plus:

* Scripting or programming experience in Bash, Perl, Python, Java, or Ruby
* Industry experience supporting Red Hat Satellite offerings
* Red Hat Certified Engineer (RHCE) or other Linux certification; RHCE will be required within 90 days of starting

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.