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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 develop creative 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
3+ years experience as a support, sustaining, or development engineer or other directly related experience within an enterprise environment
Excellent understanding of Linux and UNIX; basic Linux system administration experience is greatly preferred
Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation
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 communication skills
Knowledge of installation, networking, firewall, security, clustering, web servers, and databases using Linux is greatly preferred
Experience with non x86_64 architectures would be beneficial
Some previous software scripting or programming experience would be beneficial
Ability to multitask, prioritize, and work well under pressure
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
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