Red Hat Senior Technical Support Engineer - System Management in Denver, Colorado
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 Customer Experience and Engagement (CEE) team is looking for a solid Linux sustaining engineer to join our global support services team as a Senior Technical Support Engineer in Denver, CO. In this role, you will maintain close working relationships with a team of front-line technical support engineers and work alongside a talented back-line support engineering team to help solve complex and meaningful system management issues. You'll also maintain regular contact with a valued customer base, which includes many large strategic accounts. As a Senior Technical Support Engineer, you will work as part of a team dedicated to resolving the issues of our enterprise customers quickly and effectively. You'll help the team provide high-level technical support and sustaining engineering services designed to improve uptime and reduce IT costs. This is a great opportunity to become part of a fast-paced, creative company that is changing the way software is developed, sold, and supported.
Primary job responsibilities
Resolve complex customer problems with Red Hat Satellite and other system management offerings by providing technical support and engineering services to customers
Use available tools to investigate and troubleshoot technical issues and find solutions to these issues
Record customer interactions to include investigation, troubleshooting, and resolution of issues
Regularly collaborate and work closely with in-house support engineers, technical account managers, and development engineers to produce creative solutions and improve customer satisfaction
Exercise sensible judgement in selecting methods and techniques for obtaining solutions
Manage workload to ensure that all customer issues are handled and pushed to resolution in a timely fashion
Analyze upstream development against current customer reported defects in our offerings and assist in the development of patches to resolve issues
Assist in the development of comprehensive and reusable self-service solutions for future incidents
Share your experience and findings by contributing to the Red Hat knowledge management system
Understand, develop, and promote good practices for long-term solutions
Linux system administration experience, including installation, configuration, and maintenance
Knowledge of networking, firewall, security, clustering, web servers, and databases using Linux
Direct experience with infrastructure management offerings like Red Hat Satellite
Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
Outstanding customer service skills and help desk or customer-focused experience
Excellent written and verbal communication skills in English
Red Hat Certified Engineer (RHCE) or other Linux certification is a big plus; RHCE must be earned within 120 days of starting
Bachelor's degree or equivalent experience in the enterprise IT industry
Experience with Amazon EC2, Microsoft Azure, Red Hat OpenStack Platform, or Infrastructure-as-a-Service (IaaS) or Platform-as-a-Service (PAAS) is a big 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.
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Job ID 66219
Category Technical Support