Senior Technical Support Engineer

hace 3 días


Desde casa, Colombia Red Hat Software A tiempo completo

About the job:
The Red Hat Hybrid Cloud Infrastructure Support team is looking for a Technical Support Engineer to join us in Colombia. In this role, you will provide an outstanding customer support experience for our 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 Senior Technical Support Engineer, you will help us continually prove our value to our customers, as you troubleshoot and resolve 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 Engineer (RHCE) exam within 120 days of starting.

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 of 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 a big plus
- 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 a plus
- Ability to multitask, prioritize, and work well under pressure
- Bachelor's degree or equivalent experience within the enterprise IT sector
- Ability to communicate in English
- Knowledge of installation, networking, firewall, security, clustering, web servers, and databases using Linux is a big plus
- RRed Hat Certified Engineer (RHCE) certification is a big plus
- Experience with non x86_64 architectures is a plus
- Some previous software scripting or programming experience is a plus

LI-REMOTE #LI-FV1

About Red Hat:



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