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RedHat Technical Support Engineer - Japanese in Beijing, China

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 excellent customer support experience for our enterprise subscription customers. The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer to join us in Beijing, China. In this role, you will troubleshoot and resolve customer technical issues through a web portal and over the phone to provide production technical support for platform solutions, mainly Red Hat Enterprise Linux (RHEL). You’ll need to have a blend of excellent technical and customer support experience.

Primary job responsibilities

  • Provide technical support to Red Hat’s enterprise customers (mainly in the Japanese market) via web portal, phone, and chat

  • Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues

  • Exceed customer expectations by providing premium 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 database while working on customer issues

Required skills

  • Bachelor's degree or higher in computer science or a related technical field

  • Excellent written and verbal communication skills in Japanese; good language skills in English

  • 2+ years of Linux or UNIX experience in the enterprise sector; excellent administration skills

  • Deep knowledge of the Linux kernel, networking, and commonly used services (DNS, FTP, mail, etc.)

  • Excellent troubleshooting skills; passion for problem-solving and investigation

  • Ability to communicate clearly and concisely to customers with various levels of technical experience

  • Experience with virtualization solutions is a plus

  • Red Hat Certified Engineer (RHCE) certification is a plus

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, uniformed services, 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.

Job ID 71120

Category Technical Support