Red Hat Senior Technical Support Engineer 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 Global Support Services (GSS) team is looking for a Senior Technical Support Engineer in Denver, CO. In this role, you will assist enterprise subscription customers by investigating, troubleshooting, and resolving issues they experience with Red Hat Enterprise Linux (RHEL) and related offerings, like Red Hat Satellite, Red Hat Cluster Suite, Red Hat OpenShift Container Platform, and Red Hat Directory Server. Unlike most software companies, we don't sell software licenses or break-fix pay-per-incident support. Instead, we sell subscriptions to enterprise customers that include an unlimited number of support incidents, documentation, security patches and updates, and upgrades to the latest versions of our software. As a Senior Technical Support Engineer, you will provide value to customers by investigating, troubleshooting, and resolving issues with Red Hat Enterprise Linux (RHEL) and layered offerings, primarily over the phone and online. You’ll need to pass the Red Hat Certified Engineer (RHCE) exam within 120 days of starting.
Primary job responsibilities
Provide technical support to customers by by taking incoming calls and responding to web-based and chat inquiries
Investigate, troubleshoot, and develop solutions for problems that customers are experiencing
Exceed customer expectations by providing an outstanding customer experience
Ensure that customers realize maximum value from their subscriptions
Regularly collaborate with in-house support engineers and developers to produce creative solutions and improve customer satisfaction
Contribute to the global Red Hat knowledge management system
5+ years of Linux or UNIX administration experience, including installation methods, networking, firewall, security, clustering, web servers, and databases
Experience as a technical support or development engineer in an enterprise environment
Thorough knowledge of and experience with the Linux kernel, networking, and memory management
Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
Outstanding written and verbal communication skills in English
Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support
The following are considered a plus:
Scripting or programming experience in languages like Bash, C, Perl, Python, Java, or Ruby
Red Hat Certified Engineer (RHCE) or other Linux certification; RHCE must be earned within 120 days of starting
Bachelor's degree in Computer Engineering or Computer Science is a plus
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Job ID 66218
Category Technical Support