Job type full-time
Full job description
Job summary: the red hat system management support team is looking for an enterprise-level system engineer to join us as a technical support engineerIn this role, you will provide technical support to enterprise subscription customers in the western united statesYou will provide direct technical support and sustaining engineering services for red hat satellite, a system management solution that makes red hat infrastructure simple to deploy, scale, and manage across physical, virtual, and cloud environmentsAs a technical support engineer, you will maintain regular contact and develop close working relationships with top developers, engineers, and architects and you’ll assist our front-line support engineers with complex and meaningful issuesRed hat`s support delivery team is dedicated to resolving issues quickly and effectively and is dedicated to improving uptime and reducing it costs for enterprise customersHome-based support engineers within the mountain and pacific time zones will be considered to work remotely in a state where red hat is registered to do businessPrimary job responsibilities:
Resolve complex customer problems within red hat satellite and other system management solutions
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
Linux system administration experience, including installation methods, networking, firewall, security, clustering, web servers, and databases using linux
Solid troubleshooting and debugging skills with a 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
The following are considered a plus:
Scripting or programming experience using bash, perl, python, java, or ruby
Knowledge of system management tools and infrastructure software
Experience with configuration management solutions and automated deployments using katello, foreman, puppet, spacewalk, or similar tools
Red hat certified engineer (rhce) or other linux certification
About red hat: red hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing linux, hybrid cloud, container, and kubernetes technologiesRed hat helps customers integrate new and existing it applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environmentsAward-winning support, training, and consulting services make red hat a trusted adviser to the fortune 500As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, red hat can help organizations prepare for the digital future.
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.
Red hat is proud to be an equal opportunity workplace and an affirmative action employerWe 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 agenciesWe 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.