Red Hat hiring for Associate Technical Support Engineer
Company :
Red Hat
Website :
Job Role :
Associate Technical Support Engineer
Eligibility :
Bachelor's Degree
Experience :
1 Year
Job Location :

Company Profile:

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing technologies that solve business problems. We’re a billion dollar S&P 500 company offering solutions from Linux to middleware, storage to cloud, together with award-winning global customer support, consulting, and implementation services.

Job Summary:

As an Associate Technical Support Engineer, you will be a trusted advisor to enterprise-level customers, partner closely with them, and help us continually prove our value to our customers as you troubleshoot and resolve their technical issues for the portfolio of Red Hat’s cloud computing offerings to meet their business needs both online and over the phone.
You'll work with key customers both on-site and remotely to build a relationship of trust and confidence between Red Hat and customer engineering, development, and operations teams.
You will also become an expert in one or more of Red Hat’s offerings like Red Hat Gluster or Ceph Storage. Many of your customers will be other engineers, so developing your technical skills will be imperative.

Job Responsibilities:

Ensure that customers get the maximum value from our offerings and subscriptions and that they know how to easily use them.
Support customers by responding within the designated service-level agreement (SLA) to incoming calls, as well as chat and web-based inquiries about our technologies.
Investigate and troubleshoot issues, developing solutions for our customers while understanding their business needs.
Exceed customer expectations by providing outstanding customer service.
Proactively update our customers and ensure that they are satisfied with our support service.
Collaborate with other engineers and developers to develop creative solutions for our customers, including offering fixes.
Manage customer cases and maintain clear and concise case documentation.

Required Skills:

Linux or Unix system administration experience of 1 year or less.
Bachelor’s degree or equivalent experience within the enterprise information technology (IT) sector.
Excellent technical knowledge of and actual experience with the Linux kernel and networking.
Fundamental understanding of Red Hat Ceph and Gluster Storage architecture and administration experience across all working components.
Demonstrated first-rate customer service experience or prior technical support experience; desire to go above and beyond in assisting customers.
Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support.
Ability to deal with rapid change and limited structure.
Proven ability and willingness to learn new open source technologies.
Committed to providing the best experience possible for Red Hat customers.
Excellent reading and writing skills in English; fluent English language skills are preferred.

Desired Skills:

Previous experience with Red Hat Ceph or Gluster Storage.
Professional experience with the telecommunications (telco) industry.
Scripting or programming experience in languages like Bash, C, or Python.