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RedHat Technical Support Engineer in Pune, India

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 Global Support Services (GSS) team is looking for a highly-skilled Technical Support Engineer to join us in Pune, India. In this role, you will provide an excellent customer support experience for our enterprise subscription customers. 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. As a Technical Support Engineer, you will be a trusted advisor to our enterprise-level customers, partnering closely with them and helping us continually prove our value to our customers. You will troubleshoot and resolve technical issues related to the portfolio of Red Hat cloud computing offerings to meet customer business needs, both online and over the phone. You'll work with key customers both onsite and remotely to build a relationship of trust and confidence between Red Hat and the customers’ engineering, development, and operations teams. You will also become an expert in one or more Red Hat offerings like Red Hat Enterprise Linux (RHEL) or Red Hat OpenStack Platform. Many of your customers will be other engineers, so developing your technical skills is imperative. You’ll need to clear the Red Hat certifications applicable for the offerings of your specialization, i.e. the Red Hat Certified System Administrator (RHCSA) in Red Hat OpenStack Platform or Red Hat Certified Engineer (RHCE) exam.

Primary job responsibilities

  • Ensure that customers get the maximum value from our offerings and that they can easily use our offerings and subscriptions

  • Support customers by responding within the designated service-level agreements (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 product fixes

  • Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat 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 case review conference call with customers when needed

  • Travel regionally to visit customers when needed

Required skills

  • 5+ years of Linux or Unix system administration experience

  • Bachelor’s degree or equivalent experience within the enterprise IT sector

  • Solid technical knowledge and actual experience of the Linux kernel and networking

  • Fundamental understanding of the Red Hat OpenStack Platform architecture and administration experience across all working components

  • Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation

  • Red Hat certifications, e.g. Red Hat Certified System Administrator (RHCSA) in Red Hat OpenStack Platform or Red Hat Certified Engineer (RHCE), or a willingness to get certified within 90 days of your start date

  • 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

  • Commitment 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:

  • Relevant industry experience with software-defined networking (SDN), network function virtualization (NFV), and cloud networking

  • Previous experience with Red Hat Ceph Storage or Red Hat Gluster Storage

  • Professional experience with the telecommunications (telco) industry

  • Scripting or programming experience in languages like Bash, C, or Python is a 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, veteran status, 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 72724

Category Technical Support