Technical Support Engineer

Job Description

Technical Support Engineer

• Ensure that customers get the maximum value from and easily use our offerings and subscriptions
• Support customers by responding within the designated service-level agreement (SLA) period to incoming tickets about our technologies
• Investigate and troubleshoot issues and develop solutions for our customers while understanding their business needs
• Exceed customer expectations by providing outstanding customer service
• Proactively update our customers and ensure they are satisfied with our support service
• Cooperate with other engineers and developers to develop creative solutions for our customers, including fixes for our offerings
• Share your knowledge gained from troubleshooting issues by contributing to the global Red Hats knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
• Manage customer cases and maintain clear and concise case documentation
• Participate in case review conference calls with customers when needed

What you will bring

• Experience with Linux or UNIX system administration
• Bachelors degree or equivalent experience within the enterprise IT sector
• Solid technical knowledge of and practical experience working with Linux systems
• Fundamental understanding of cloud storage technologies and storage administration experience
• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
• Demonstrated first-rate customer service experience or prior technical support experience; willingness to go above and beyond in assisting customers
• Ability to deal with rapid change and limited structure
• Proven ability and willingness to learn new open source technologies
• Excellent verbal, reading, and writing skills in English
• Commitment to providing the best experience possible for Red Hats customers
• Red Hat Certified Engineer (RHCE) qualification is a big plus, as youll need to be certified within 90 days of your start date

The following are considered a plus:

• Red Hat certification, e.g., Red Hat Certified System Administrator (RHCSA)
• Scripting or programming experience in languages like Bash, C, or Python
• Previous experience with Red Hat Ceph Storage or Red Hat Data Services

, Technical Support Engineer

• Ensure that customers get the maximum value from and easily use our offerings and subscriptions
• Support customers by responding within the designated service-level agreement (SLA) period to incoming tickets about our technologies
• Investigate and troubleshoot issues and develop solutions for our customers while understanding their business needs
• Exceed customer expectations by providing outstanding customer service
• Proactively update our customers and ensure they are satisfied with our support service
• Cooperate with other engineers and developers to develop creative solutions for our customers, including fixes for our offerings
• Share your knowledge gained from troubleshooting issues by contributing to the global Red Hats knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
• Manage customer cases and maintain clear and concise case documentation
• Participate in case review conference calls with customers when needed

What you will bring

• Experience with Linux or UNIX system administration
• Bachelors degree or equivalent experience within the enterprise IT sector
• Solid technical knowledge of and practical experience working with Linux systems
• Fundamental understanding of cloud storage technologies and storage administration experience
• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
• Demonstrated first-rate customer service experience or prior technical support experience; willingness to go above and beyond in assisting customers
• Ability to deal with rapid change and limited structure
• Proven ability and willingness to learn new open source technologies
• Excellent verbal, reading, and writing skills in English
• Commitment to providing the best experience possible for Red Hats customers
• Red Hat Certified Engineer (RHCE) qualification is a big plus, as youll need to be certified within 90 days of your start date

The following are considered a plus:

• Red Hat certification, e.g., Red Hat Certified System Administrator (RHCSA)
• Scripting or programming experience in languages like Bash, C, or Python
• Previous experience with Red Hat Ceph Storage or Red Hat Data Services

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Keyskills :
troubleshootingnetworkinglantechnical supportoperating systemsopen source softwareopen sourcehybrid cloudcloud storagewriting skillsproblem solving