Red Hat is hiring a Technical Support Engineer

Red Hat is hiring a Technical Support Engineer to deliver an outstanding customer experience by providing technical support and sustaining engineering services to enterprise subscription customers. You will troubleshoot and resolve complex technical issues, deepen your expertise in Red Hat products, and contribute to the global knowledge base.

What You'll Do

• Ensure enterprise customers get maximum value from and can easily use our products and subscriptions.
• Respond to customer inquiries within designated service-level agreement timeframes.
• Investigate, troubleshoot, and develop solutions for technical issues while understanding customer business needs.
• Exceed customer expectations by providing outstanding service and delivering regular updates.
• Collaborate with engineers and developers to create innovative solutions and product fixes.
• Share knowledge by contributing to the global Red Hat knowledge management system and presenting troubleshooting instructions to peers.

What We're Looking For

• 5+ years experience as a support, sustaining, or development engineer or other directly related role in an enterprise environment.
• Excellent understanding of Linux and UNIX.
• Advanced troubleshooting and debugging skills with a passion for problem solving.
• Ability to communicate clearly and effectively with customers of varying technical expertise.
• First-rate customer service skills.
• Strong bilingual communication skills in English and Spanish.
• 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 Certified System Administrator (RHCSA) is required but can be obtained after starting.

Nice to Have

• Operational Linux system administration experience.
• Prior help desk or other customer-focused experience.
• Knowledge of installation, networking, firewall, security, clustering, web servers, and databases using Linux.
• Experience with non x86_64 architectures.
• Experience with clustering solutions such as Pacemaker, Veritas, or Service Guard.
• Software scripting or programming experience, preferably in bash, python and/or C.
• A Red Hat Certified Engineer (RHCE) certification.

Technical Stack

• Linux, UNIX, Red Hat Enterprise Linux (RHEL)
• Clustering solutions (Pacemaker, Veritas, Service Guard)
• Networking, Firewall, Security
• Web servers, Databases
• Bash, Python, C

Team & Environment

You will be part of the Global Support Services team at Red Hat.

Benefits & Compensation

• Compensation range: $44.31 - $70.91 per hour.
• Comprehensive medical, dental, and vision coverage.
• Flexible Spending Account and Health Savings Account options.
• 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, and employee assistance program.

Work Mode

This is a remote position open to candidates based on the West Coast of the USA.

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications without regard to 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.