RedHat Technical Support Engineer - Identity Management in Remote, Poland
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 Customer Experience and Engagement (CEE) team is looking for a Sustaining Engineer to join us in a remote-based capacity in Poland. 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
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
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Job ID 70536
Category Technical Support