• Technical Support Engineer

    Location AU-Brisbane
    Posting date 1 week ago(1 week ago)
    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 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 become an expert on Red Hat technologies, including Red Hat Enterprise Linux (RHEL) and our storage and cloud solutions, and you’ll provide technical support for our enterprise customers both online and over the phone. You’ll be responsible for performing basic investigation and troubleshooting to resolve difficult customer issues quickly and effectively. The customers you'll interact with are often other engineers, so you’ll need to develop your technical skills by becoming a Red Hat Certified Engineer (RHCE) and getting up to speed with our storage system.

    Primary job responsibilities

    • Provide technical support to Red Hat’s enterprise customers
    • Support customers by responding within the designated service-level agreement (SLA) period to incoming calls and chat and web-based inquires about our technology
    • Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues
    • Exceed customer expectations by providing outstanding customer service
    • Proactively update our customers and ensure that they are satisfied with our support services
    • 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 while working on customer issues

    Required skills

    • Linux experience in the enterprise sector; excellent administration skills
    • Excellent troubleshooting skills; passion for problem-solving and investigation
    • Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus
    • Bachelor's degree or equivalent experience in the enterprise IT industry
    • Red Hat Satellite, Red Hat Enterprise Linux (RHEL) installation, IT automation, and cloud experience is a plus
    • Scripting language skills are 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, 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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