Associate Technical Support Engineer

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Associate Technical Support Engineer

Red Hat
Associate Technical Support Engineer
2 Years
Not Mentioned

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Company Description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

Provide support for our enterprise subscription customers. The Red Hat Customer Experience and Engagement (CEE) team is looking for an Associate Technical Support Engineer with excellent technical and customer service skills to join us in Pune, India. In this role, you will become an expert on Red Hat’s technologies, including Red Hat Enterprise Linux (RHEL) and our storage and cloud solutions, and provide technical support for customers primarily through the phone and internet. You’ll be responsible for performing basic investigation and troubleshooting to resolve difficult customer issues both quickly and effectively. The customers you'll interact with will often be other engineers, so you’ll need to develop your technical skills by becoming a Red Hat Certified Engineer (RHCE) and getting up to speed with our storage system.

Primary job responsibilities

  • Provide technical support to Red Hat’s enterprise customers
  • Work with Red Hat’s enterprise customers across the globe on 24/7 basis, which will require you to work in different shifts periodically
  • Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues
  • Exceed customer expectations by providing outstanding customer service
  • Consult and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction
  • Contribute to the global Red Hat knowledge management system while working on customer issues

Required skills

  • 2+ years of Linux experience in the enterprise sector; excellent administration skills
  • Thorough knowledge of the Linux kernel, networking, and memory management
  • Excellent troubleshooting skills; passion for problem-solving and investigation
  • Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus
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