The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer to join us remotely in the Europe, the Middle East, and Africa (EMEA) region.
In this role, you will provide an excellent customer support experience for our enterprise subscription customers. You’ll become a trusted adviser to enterprise-level customers, partner closely with them, and help us continually prove our value as you troubleshoot and resolve their technical issues for the portfolio of Red Hat’s cloud computing solutions to meet customer business needs both online and over the phone.
As a Technical Support Engineer, you will work with key customers both on-site and remotely to build a relationship of trust and confidence between Red Hat and the customer engineering, development, and operations teams.
You will also become an expert in one or more Red Hat’s solutions like Red Hat OpenStack Platform. Many of your customers will be other engineers, so developing your technical skills will be crucial.
Find out what day-to-day life of a Technical Support Engineer at Red Hat is like.
Primary job responsibilities
Ensure that customers get the maximum value from and easily use our solutions and subscriptions
Support customers by responding within the designated service-level agreement (SLA) period to incoming requests for help and problem reports, by conversations on customer portal, audio and video conference calls, and remote control sessions
Investigate and troubleshoot issues for our customers while understanding their business needs
Actively 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 fixes to our offerings
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
Manage customer cases and maintain clear and concise case documentation
Participate in case review conference calls with customers when needed
Travel regionally to visit customers when needed
Linux or UNIX system administration experience
Technical knowledge of and actual experience with the Linux kernel and networking
Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
Demonstrated premium 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
The following are considered are a plus :
Fundamental understanding of Red Hat OpenStack Platform architecture and administration; experience across all of its working components
Scripting or programming experience in languages like Bash or Python
Knowledge of configuration-management software like Red Hat Ansible Automation Platform or Puppet
Red Hat Ceph Storage or data storage in the cloud experience
Knowledge of virtualization, libvirt, and QEMU or KVM
Knowledge of Kubernetes or Docker or other container-related technologies
Software-defined networking (SDN), network functions virtualization (NFV), and cloud networking experience
Professional experience within the telco industry