Red Hat Technical Support Engineer 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.
Provide an excellent customer support experience for our enterprise subscription customers. The Red Hat Customer Experience and Engagement (CEE) team is looking for a highly-skilled Technical Support Engineer to join us in Brno, Czech Republic. Unlike most software companies, we don't sell software licenses or break-fix pay-per-incident support, but instead subscriptions that include an unlimited number of support incidents, product documentation, security patches and updates, and upgrades to the newest versions of our software. In this role, you will serve as a trusted advisor to enterprise-level customers and partner closely with them. You’ll help us continually prove our value to our customers as you troubleshoot and resolve their technical issues for the portfolio of Red Hat’s cloud computing offerings to meet their business needs both online and over the phone. As a Technical Support Engineer, you will also become an expert in one or more Red Hat’s offerings like Red Hat’s storage technologies, especially Red Hat Ceph Storage and Red Hat Gluster Storage. Many of your customers will be other engineers, so developing your technical skills will be essential. You’ll need to clear the Red Hat’s certifications applicable for the offerings in which you specialize, i.e., the Red Hat Certified Engineer (RHCE) exam.
Primary job responsibilities
Ensure that customers can get the maximum value from and easily use our offerings and subscriptions
Support customers by responding within the designated service-level agreement (SLA) to incoming calls as well as chat and web-based inquiries about our technologies
Investigate and troubleshoot 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 fixes for our offerings
Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat’s knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
Manage customer cases and maintain clear and concise case documentation
Participate in case review conference calls with customers when needed
Travel regionally to visit customers when needed
5+ years of Linux or UNIX system administration or support experience
General understanding of the Red Hat OpenStack Platform architecture and administration experience across all working components
Knowledge of or familiarity with Amazon Web Services (AWS); VMware vSphere or Microsoft Azure are a plus
Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
Bachelor’s degree or equivalent experience within the enterprise IT sector
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 changes
Proven ability and willingness to learn new open source technologies
Commitment to providing the best experience possible for Red Hat’s customers
Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system
Excellent reading and writing skills in English; fluent language skills in English are a plus
Prior Red Hat certification, e.g., Red Hat Certified Engineer (RHCE) or other relevant certifications, is a big plus, as you'll need to be certified within 90 days of your start date
Scripting or programming experience in languages like Bash, C, or Python is a plus
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Job ID 66338
Category Technical Support