Technical Support Engineer – System Management

  • Company:
    Red Hat, Inc.
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    3 days ago
  • Category:
    IT

Job summary

The Red Hat Customer Experience and Engagement (CEE) team is looking for a highly skilled Technical Support Engineer with excellent technical and customer service skills to join us in Brisbane, Australia. In this role, you will work as part of a team dedicated to resolving the issues of our enterprise customers quickly and effectively both online and over the phone. You’ll collaborate with our customers, who are often engineers themselves, performing investigation and troubleshooting to resolve difficult issues. You’ll help the team provide high-level technical support and sustaining engineering services designed to improve uptime and reduce IT costs. This is a great opportunity to become part of a fast-paced, creative company that is changing the way software is developed, sold, and supported.

Primary job responsibilities

  • Address and resolve customer issues regarding Red Hat Satellite within the designated service level agreement (SLA) via phone and web-based systems
  • Investigate and troubleshoot technical issues and provide solutions to problems to customers
  • Diagnose problems, troubleshoot, and develop solutions for customer issues
  • Exceed customer expectations by providing outstanding customer service
  • Create and carry out testing strategies to reproduce a wide variety of customer environments regarding issues and bugs found with Red Hat Satellite
  • Work with customers to migrate, upgrade, and maintain Red Hat Satellite
  • Collaborate with other engineers and developers to develop creative solutions for our customers, including fixes
  • Consult with and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction
  • Contribute regularly to the global Red Hat knowledge management system
  • Be actively involved in the design, development, troubleshooting, documentation, or upstream community work for our offerings
  • Required skills

  • 3+ years of experience working as support or development engineer managing and maintaining Linux systems; experience with Red Hat Enterprise Linux (RHEL) is a plus
  • Experience working as a technical support or development engineer, preferably within an enterprise environment
  • Ability to set up replication scenarios for customer issues and ability to identify patterns and understand the broader context
  • Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation
  • Experience with enterprise datacenter environments and operations
  • Experience with cloud technologies like Amazon Web Services (AWS), Google Compute Engine (GCE), Amazon Elastic Cloud (EC2), Red Hat OpenStack Platform, Microsoft Azure, Microsoft Hyper-V, and VMware ESXi
  • Commitment to providing the best experience possible for Red Hat’s customers
  • Outstanding written and verbal English communication skills
  • The following are considered a plus:

  • Industry experience supporting Red Hat Satellite offerings
  • Experience with Puppet or Ansible 
  • Experience with multiple methods of Red Hat Enterprise Linux (RHEL) provisioning 
  • Experience with PostgreSQL and MongoDB
  • Experience with Docker or OpenShift 
  • Scripting or programming experience in Bash, Perl, Python, Java, or Ruby
  • Bachelor’s degree in a technical field, engineering, or computer science
  • 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.

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