Red Hat Senior Technical Support Engineer - System Management in Denver, Colorado

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

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

Required skills

  • 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.

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 66219

Category Technical Support