Responsibilities
- 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
Requirements
- 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
- 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
Nice to Have
- 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
- A Red Hat Certified Engineer (RHCE) certification is a strong bonus
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!
Additional Information
- All training and resources are provided by Red Hat after starting.
- Strong bilingual communication skills in the English and Spanish languages
