This role focuses on providing high-quality technical support for Red Hat Enterprise Linux and related platforms and technologies to U.S.-based customers and partners with strict data handling and storage needs. You will troubleshoot complex issues in collaboration with customers, developers, architects, and operations teams. You will also partner closely with development engineering teams, working alongside leading open source developers.
Primary Job Responsibilities
Perform daily case activities with meticulous adherence to established guidelines, SOPs, and internal workflows, ensuring thoroughness and accuracy.
Deliver outstanding customer support through strong professional communication, comprehensive technical knowledge, and advanced troubleshooting to effectively resolve diverse technical challenges.
Efficiently and quickly analyze reported issues to identify root causes and key problem areas, then communicate clear, concise, and effective corrective actions and resolutions to customers promptly and professionally.
Collaborate with support engineers, cross-functional internal teams (e.g., development, product management), and external partners as needed during problem resolution to ensure comprehensive and efficient solutions.
Document all diagnostic steps, contributing to knowledge base articles and reusable solutions for efficient future incident resolution and team knowledge enhancement.
Proactively pursue personal and professional growth by continuously expanding product knowledge, refining technical skills, and obtaining relevant industry certifications to enhance expertise and contribute to team capabilities.
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Minimum 3 years of Linux systems administration expertise, encompassing fundamental commands, user management, installation procedures, networking, firewall configuration, security measures, clustering, web server management, and database knowledge
Proven ability to grasp general Linux principles and a comprehensive understanding of Red Hat's product suite and their functionalities
Proficient in utilizing Linux command-line tools, with a strong emphasis on bash scripting, cURL, kernel crash analysis, strace, Wireshark, and Git
Excellent professional communication skills, capable of interacting respectfully and efficiently with customers, partners, third-party vendors, and Red Hat colleagues
Self-motivated with sound judgment and effective decision-making abilities
A strong interest in system troubleshooting, problem resolution, issue investigation, and root-cause analysis
Ability to manage multiple tasks effectively and perform well under pressure
Relevant industry certifications are desirable, and a willingness to pursue the Red Hat Certified Engineer (RHCE) certification is expected
Bachelor's degree in a relevant technical discipline
Flexibility to cover evening or weekend shift duties on a rotating basis as needed
Experience in highly-regulated industries (Healthcare, Banking, Government)
Specific experience with Red Hat Enterprise Linux (RHEL)
A degree in Engineering, Information Science, or Computer Science
Relevant experience as a support or development engineer for a PaaS provider or hosting service, or with hosted applications or large-scale application deployments
Technical knowledge of Red Hats other products (Ansible Automation Platform, OpenShift, IdM, Satellite)
Development-level experience with programming languages (Go, AngularJS, Python, .NET, C)
Existing Red Hat Certification credentials
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.