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RedHat Technical Support Engineer - Identity Management in Remote, Spain

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 Sustaining Engineer to join us in a remote-based capacity in Spain. In this role, you will help resolve the issues of our enterprise customers quickly and effectively. You'll provide high-level technical support and sustaining engineering services designed to maximize uptime and reduce IT costs. As a Sustaining Engineer, you will maintain close working relationships with the top developers and architects of our customers and assist our front-line support engineers with the most complex and challenging problems. You’ll communicate daily with our research and development (R&D) team, which will allow you to work regularly with some of the most innovative open source developers. This is a great opportunity to join one of the fastest-growing enterprise software and services companies in the world. Successful applicants must reside in a country where Red Hat is registered to do business.

Primary job responsibilities

Resolve complex customer problems with all identity management offerings, especially in the areas of interoperability with base operating system technologies like PAM and SSH, directory services, etc.

  • Analyze upstream development against current customer-reported defects and develop patches to resolve the issues

  • Use available tools to investigate and troubleshoot technical issues

  • Record customer interactions, including investigation, troubleshooting, and the resolution of issues

  • Work closely with Red Hat's production support engineers, technical account managers, and development engineers

  • Demonstrate considerable judgment in selecting methods and techniques for obtaining solutions

  • Manage workload to ensure that all customer issues are timely handled and lead to resolution

  • Assist in the development of comprehensive and reusable self-service solutions for future incidents

Required skills

  • 2+ years of experience as a support, sustaining, or development engineer, or other directly related experience in an enterprise environment

  • Outstanding understanding of LDAP and Active Directory, Samba, Kerberos, or IPA

  • Solid cross-platform troubleshooting skills, particularly in the area of Active Directory and inter-operation with Linux-based solutions

  • Experience using debugging tools like Eclipse and the GNU Debugger (GDB) to analyze and troubleshoot technical issues

  • Solid troubleshooting skills

  • Commitment to providing the best experience possible for Red Hat’s customers

  • Bachelor’s degree in computer science or a technical discipline or equivalent work experience

The following are considered a plus:

  • Solid understanding of public key infrastructure (PKI) concepts

  • Experience with Linux operating system installation, configuration, upgrades, and maintenance

  • Upstream involvement in open source projects like patches submitted for upstream inclusion

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 70537

Category Technical Support