OpenShift Technical Support Engineer

at  Red Hat Inc

The Red Hat Global Support Services team is adding a Technical Support Engineer with a background in Linux system administration to join us remotely in Colombia.
In this role, you will deliver an outstanding customer support experience by providing technical support and sustaining engineering services to enterprise subscription customers. Unlike most software companies, we don’t sell software licenses or “break-fix” pay-per-incident support. Instead, we sell subscriptions that include an unlimited number of support incidents, product documentation, security patches and updates, and upgrades to the newest versions of our software.
As a Technical Support Engineer, you will help us continually prove our value to our customers by troubleshooting and resolving their technical issues over the phone and online. You’ll become an expert in Red Hat products and technologies, like Red Hat Enterprise Linux (RHEL), and you’ll be required to pass the Red Hat Certified System Administrator (RHCSA) exam if you do not already have an equivalent cert. All training and resources are provided by Red Hat after starting. Work location is flexible and well qualified home-based applicants throughout Colombia will be considered to work remotely.

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 create innovative 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:

• 5+ years experience as a support, sustaining, or development engineer or other directly related experience within an enterprise environment
• Excellent understanding of Linux and UNIX; Operational Linux system administration experience is greatly preferred
• Advanced troubleshooting and debugging skills, with a passion for problem solving, solution oriented investigation, and continuous learning
• 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 bilingual communication skills in the English and Spanish languages
• Knowledge of installation, networking, firewall, security, clustering, web servers, and databases using Linux is greatly preferred
• Experience with non x86_64 architectures is an optional benefit
• Experience with clustering solutions such as Pacemaker, Veritas, Service Guard, or other High Availability software would be beneficial
• Some previous software scripting or programming experience would be beneficial; experience in bash, python and/or C would be preferred.
• Ability to multitask, prioritize, and work well under pressure
• Ability to work both independently and as part of a team
• 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

About Red Hat
Red Hat
is the world’s leading provider of enterprise
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.
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application-assistance@redhat.com
. General inquiries, such as those regarding the status of a job application, will not receive a reply

• 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 create innovative 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 domai