Customer Experience and Engagement (CEE) team is looking for an experienced Senior Technical Support Engineer with practical experience with supporting enterprise Linux systems to join us. In this role, you will build on your expertise with Red Hat technologies, namely Red Hat Enterprise Linux (https://www.redhat.com/en/technologies/linux-platforms/enterprise-linux) running on Hybrid Cloud (https://www.redhat.com/en/topics/cloud-computing/what-is-hybrid-cloud) , while providing outstanding technical support to our customers. You will maintain regular contact and develop close working relationships with top developers, engineers, and architects and assist our front-line support engineers with complex and meaningful issues. The customers you'll interact with are often last level technical contacts on the customer’s side, like system administrators, architects and solution engineers.

You will be a part of the unique Red Hat culture, enriched with various principles and initiatives, such as Open Management Practices (https://github.com/red-hat-people-team/open-management-practices) , Open Decision Framework (https://github.com/red-hat-people-team/open-decision-framework) , Diversity & Inclusion (https://www.redhat.com/en/jobs/life/diversity) . With the freedom to showcase your leadership skills at any time, you will have the option to bring innovative solutions to complex problems. You will get the opportunity to be a part of several Recognition programs to reward and celebrate yours and others’ success. If you want to check the real life experience of one of our engineers, check out his down-to-earth blog post about the daily life in this role. (http://worldofroot.info/2019/03/05/red-hat-global-support-how-is-it/) This job is a very important centerpiece between our customers and developer teams and is essential to perfect our product quality and customer experience.

What you will do

• Support Red Hat’s customers on various Red Hat Enterprise Linux related issues on different Hybrid Cloud solutions

• Resolve customers’ issues related to new installations, booting issues, migrations, security issues among others while understanding their business needs.

• Exceed customer expectations by providing outstanding quality of support

• Collaborate with other engineers and developers to develop creative solutions for our customers, including fixes or workarounds.

• 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.

• Build on your expertise by going through intensive onboarding, which includes taking RHEL Certifications, such as Red Hat Certified Engineer (RHCE).

• Constantly work on your skills so you can keep up with the latest technology trends as well as new products and features in Red Hat’s portfolio.

• Collaborate with your colleagues on different side projects, contribute to the success of the global team and / or contribute to the OpenSource community.

• Manage workload to ensure that all customer issues are timely handled and driven to resolution.

What you will bring

• Professional working experience as a support, sustaining, or development engineer or other directly related experience in an enterprise environment

• Previous experience configuring and troubleshooting various scenarios on Linux systems, with detailed knowledge of base packages included in the RHEL distribution (for example: systemd, ssh, vsftpd, ntpd, cups etc.)

• General understanding of security mechanisms such as SELinux.

• Solid understanding of networking configuration (IP configuration, interface bonding, routing, firewalls, etc.)

• Excellent communication skills, ability to analyze and effectively resolve complex customer issues

• Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus

• Passion for problem-solving and investigation of the most complex customer and technical problems

• Thirst for knowledge, ability to further grow and enhance your technical/interpersonal skills

• Team player attitude, open-minded and collaborative approach

• Bachelor's degree or equivalent working experience

• Any Linux system administration certifications are a plus

About Red Hat

Red Hat (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact. Opportunities are open. Join us.

Diversity, Equity & Inclusion at Red Hat

Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)

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

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We 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.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application-assistance@redhat.com . General inquiries, such as those regarding the status of a job application, will not receive a reply.

We’re the world’s leading provider of enterprise open source solutions—including Linux, cloud, container, and Kubernetes. We deliver hardened solutions that make it easier for enterprises to work across platforms and environments, from the core datacenter to the network edge.

At Red Hat, our commitment to open source extends beyond technology into virtually everything we do. We collaborate and share ideas, create inclusive communities, and welcome diverse perspectives from all Red Hatters, no matter their role. It’s what makes us who we are.

Some of the most knowledgeable and passionate people in the technology industry work here. Whether we’re building software, championing our products, or training new associates, we’re collaborating openly to make a difference in the world of open source and beyond.