• Senior Technical Support Engineer

    Location BR-Remote
    Posting date 3 weeks ago(2/1/2019 7:48 AM)
    Job ID
    Technical Support
  • 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 Global Support Delivery team is looking for a highly-skilled Senior Technical Support Engineer to join us in Brazil. In this role, you will maintain close working relationships with our customers' top developers and architects and assist our front-line support engineers with complex and essential issues. You'll provide an excellent customer support experience for our enterprise subscription customers. You'll keep in daily contact with our North American (NA) Support team, allowing you to regularly work alongside some of the most innovative support engineers in the world. Red Hat's Enterprise Cloud Support Delivery team is dedicated to resolve the issues of our enterprise customers quickly and effectively. As a Senior Technical Support Engineer, you will help the team provide high-level technical support and sustaining engineering services designed to improve uptime and reduce IT costs in both English and Portuguese. This is a great opportunity for you to become part of a fast-paced, creative company that is changing the way software is being developed, sold, and supported.

    Primary job responsibilities

    • Provide technical support and engineering services to subscribers of the Red Hat storage portfolio, including Red Hat Ceph Storage and Red Hat Gluster Storage
    • Diagnose problems, troubleshoot customer issues, and find solutions to these issues
    • Engage customers by responding to incoming calls, chat, and web-based inquiries
    • Regularly collaborate with in-house support engineers and developers to produce creative solutions and improve customer satisfaction
    • Record customer interactions like investigation, troubleshooting, and resolution of issues
    • Become an expert on the Red Hat storage portfolio
    • Share your experience and findings by contributing to the Red Hat’s knowledge management system
    • Write and publish blogs, whitepapers, and knowledge base articles

    Required skills

    • 5-7 years of experience working as a support or development engineer on Linux or a closely related technical environment
    • Experience with software-defined storage solutions; Red Hat Ceph Storage or Red Hat Gluster Storage are a big plus
    • Linux operating system installation, configuration, upgrade, and maintenance experience; good understanding of Linux command line tools
    • Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
    • Outstanding communication skills and a commitment to providing the best experience possible to customers
    • Fluent language skills in English; Spanish is a plus
      Red Hat Certified Engineer (RHCE) or other Linux certification is a big plus; RHCE must be earned within 90 days of starting


    The following are considered a plus:


    • Experience with Red Hat OpenStack Platform, Kubernetes, or Red Hat OpenShift Container Platform
    • Development experience, experience writing patches, and experience with Python
    • Familiarity with Red Hat's enterprise solutions portfolio and related industry offerings

    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, uniformed services, 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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