Technical Support Engineer

at  Red Hat Inc

About the job
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 develop creative 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

• 3+ years experience as a support, sustaining, or development engineer or other directly related experience within an enterprise environment
• Excellent understanding of Linux and UNIX; basic Linux system administration experience is greatly preferred
• Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation
• 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 communication skills
• Knowledge of installation, networking, firewall, security, clustering, web servers, and databases using Linux is greatly preferred
• Experience with non x86_64 architectures would be beneficial
• Some previous software scripting or programming experience would be beneficial
• Ability to multitask, prioritize, and work well under pressure
• 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

• 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 develop creative 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