Technical Support Engineer
hace 6 meses
About the job:
The Red Hat Global Support Services team is adding a Technical Support Engineer with a background in systems 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), Red Hat Openshift Container Platform (RHOCP) 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:
- 5+ years of experience with Linux or Kubernetes for the enterprise sector
- Through knowledge of Linux kernel, kubernetes, networking, and memory management
- Excellent troubleshooting skills; 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
- Good communication and written skills in English
- Knowledge of the container ecosystem, e.g., Kubernetes or Red Hat OpenShift is a must
- Knowledge with storage technologies, distributed systems, or infrastructure maintenance
- Ability to work with conflicting priorities, take initiative, and maintain focus on customers
- Ability to handle multiple priorities and work under pressure
- Commitment to providing the best experience possible for Red Hat's customers
- A Red Hat CertifiedSystem Administrator (RHCSA) is required but can be obtained after starting, all training provided at the expense of Red Hat
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