RedHat Junior Technical Support Engineer - Red Hat Satellite in Brno, Czech Republic
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.
The Red Hat Global Support Services team is looking for a highly motivated Software Maintenance Engineer to provide an excellent customer support experience for our enterprise subscription customers in Brno, Czech Republic. 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. You'll be a trusted advisor to enterprise-level customers, partnering closely with them and helping us continually prove our value to our customers as you troubleshoot and resolve their technical and subscription-related issues for the portfolio of Red Hat's offerings to meet their business needs both online and over the phone. You'll work with key customers both on-site and remotely to build a relationship of trust and confidence between Red Hat and customer engineering, development, and operations teams. Many of your customers will be other engineers, so developing your technical skills will be imperative. You will also get to work with some of the greatest open-source engineers in the world.
Primary job responsibilities
Ensure that customers get the maximum value from our offerings and subscriptions and that they know how to easily use them
Support customers by responding within the designated service-level agreements (SLAs)
Investigate and troubleshoot subscription-related issues, developing solutions for our customers while understanding their business needs
Exceed customer expectations by providing outstanding customer service
Proactively update our customers and ensure that they are satisfied with our support service
Collaborate with other engineers and developers to develop creative solutions for our customers, including offering fixes
Manage customer cases and maintain clear and concise case documentation
Linux or Unix system administration experience of 1+ years or good Linux background and willingness to learn
Demonstrated first-rate customer service experience or prior technical support experience; desire to go above and beyond in assisting customers
Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support
Ability to deal with rapid change and limited structure
Proven ability and willingness to learn new open source technologies
Committed to providing the best experience possible for Red Hat customers
Excellent reading and writing skills in English; fluent English language skills are preferred
The following are considered a plus:
Previous experience with Red Hat subscriptions
Previous experience working with Red Hat Enterprise Linux (RHEL) or with any other Red Hat offerings
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Job ID 70858
Category Technical Support