Senior Technical Support Engineer

Location AU-Brisbane
Posting date 2 weeks ago(3/8/2018 9:46 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

Provide excellent customer support experience for our enterprise subscription customers. ‚ÄčThe Red Hat Customer Experience and Engagement (CEE) team is looking for a highly-skilled Senior Technical Support Engineer to join us in Brisbane, Australia. In this role, you won’t be providing "break-fix" pay-per-incident support for license owners, but instead, you’ll help provide support for subscriptions that include an unlimited number of support incidents, documentation for our offerings, security patches and updates, and upgrades to the newest versions of our software. You’ll serve as a trusted adviser to enterprise-level customers. You’ll partner closely with them and help us continually prove our value to them as you troubleshoot and resolve their technical issues for the portfolio of Red Hat’s cloud computing offerings, meeting their business needs both online and over the phone. As a Senior Technical Support Engineer, you will also become an expert in one or more Red Hat’s offerings like Red Hat CloudForms. Many of your customers will be other engineers, so developing your technical skills will be essential. We'll need you to clear the Red Hat certifications applicable for the offerings that you specialize in, i.e., the Red Hat Certified Engineer (RHCE) exam.

Primary job responsibilities

  • Ensure that customers can get maximum value from and easily use our offerings and subscriptions
  • Support customers by responding within the designated service-level agreement (SLA) period to incoming calls and chat and web-based inquiries about our technologies
  • Investigate and troubleshoot issues, developing solutions for our customers while understanding their business needs
  • Exceed customer expectations by providing outstanding customer service
  • Proactively update our customers and ensure that they are satisfied with our support service
  • Collaborate with other engineers and developers to develop creative solutions for our customers, including fixes for our offerings
  • Present troubleshooting instructions and solutions to other engineers within the domain
  • Manage customer cases and maintain clear and concise case documentation
  • Participate in case review conference calls with customers when needed
  • Travel regionally to visit customers when needed

Required skills

  • 5+ years of Linux or UNIX system administration experience
  • Technical knowledge and actual experience with Red Hat CloudForms or Ansible by Red Hat
  • Fundamental understanding of cloud computing components
  • Knowledge of or familiarity with Amazon Web Services (AWS); VMware vSphere or Microsoft Azure are a plus
  • Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
  • Bachelor’s degree or equivalent experience within the enterprise IT sector
  • Demonstrated outstanding customer service experience or prior technical support experience; desire to go above and beyond in assisting customers
  • Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support
  • Prior Red Hat product certification; Red Hat Certified Engineer (RHCE) or other relevant certifications are a big plus, as you'll need to be certified within 90 days of your start date
  • Ability to deal with rapid change and limited structure
  • Proven ability and willingness to learn new open source technologies
  • Commitment to providing the best experience possible for Red Hat’s customers
  • Willingness to share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system
  • Excellent written and verbal skills in English; good spoken English and fluent language skills in English are a plus
  • Previous experience with Red Hat CloudForms or Ansible by Red Hat is a plus
  • Scripting or programming experience in languages like Bash, Ruby, or Python is 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.



Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed