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RedHat Technical Support Engineer - SAP and Linux in Remote, Italy

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 Technical Support Engineer to join the SAP team located in Italy. In this role, you will provide high-level technical support to customers using the SAP applications with Red Hat’s solutions. You’ll need to be able to troubleshoot and diagnose problems over the phone or online, developing relationships and consulting with other in-house engineers and developers to promote creative solutions and improve customer satisfaction. You’ll become an expert on Red Hat’s technologies and a trusted adviser to enterprise-level customers. You'll work closely with them and help us continually prove our value. As a Technical Support Engineer, you will work with key customers both on-site and remotely to build a relationship of trust and confidence between Red Hat and the customer engineering, development, and operations teams. You’ll be expected to share your knowledge with your colleagues and customers by contributing to the global Red Hat knowledge base to facilitate quicker resolution times for future customer cases, by providing internal training sessions on a particular area of interest, or by mentoring teammates on an ongoing basis. You will also have the opportunity to be actively involved in product development, verification, troubleshooting, documentation, and upstream community work.

Primary job responsibilities

  • Resolve customer inquiries within the designated service-level agreement (SLA) period

  • Provide technical support to Red Hat’s enterprise customers

  • Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues

  • Consult and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction

  • Contribute to the global Red Hat knowledge management system

  • Help address highly complex, critical issues

  • Keep our customers updated and ensure that they are satisfied with our support

  • Manage customer cases and maintain clear and concise case documentation

Required skills

  • Experience with SAP HANA and SAP HANA system replication; experience with high availability environments in Linux is a plus

  • Linux system administration experience on the Red Hat Certified Engineer (RHCE) level; certification is not required

  • Solid troubleshooting skills and passion for problem-solving and investigation

  • Excellent written and verbal communication skills in English

  • Scripting and programming experience using Bash, Python, Perl, etc., 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 73114

Category Technical Support