• Senior Technical Support Engineer

    Location IN-Pune
    Posting date 3 weeks ago(7/31/2018 10:07 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 an excellent customer support experience for our enterprise subscription customers. The Red Hat Customer Experience and Engagement (CEE) team is looking for a highly skilled Senior Technical Support Engineer to join us in Pune, India. Unlike most software companies, we don't sell software licenses or "break-fix" pay-per-incident support. Instead, we sell subscriptions that include an unlimited number of support incidents, documentation, security patches, and updates to our offerings, and upgrades to the newest versions of our software. In this role, you will serve as a trusted advisor 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 to meet their business needs both online and over the phone. You'll work with key customers both on-site and remotely to build a relationship of trust and confidence between Red Hat and the customer engineering, development, and operations teams. As a Senior Technical Support Engineer, you will also become an expert in one or more Red Hat’s offerings like Red Hat OpenStack Platform. Many of your customers will be other engineers, so developing your technical skills will be imperative. You’ll need to clear Red Hat’s certifications applicable for the offerings that you will specialize in, i.e., Red Hat Certified System Administrator (RHCSA) in Red Hat OpenStack Platform or Red Hat Certified Engineer (RHCE) exam.

    Primary job responsibilities

    • Ensure that customers get the 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
    • Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; 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
    • Bachelor’s degree or equivalent experience within the enterprise IT sector
    • Solid technical knowledge of and actual experience with the Linux kernel and networking
    • Fundamental understanding of the Red Hat OpenStack Platform architecture and administration experience across all working components
    • Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
    • Demonstrated first-rate customer service experience or technical support experience
    • Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support
    • 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 customers
    • Excellent reading and writing skills in English; fluent English language skills are preferred
    • Prior Red Hat certification, e.g., Red Hat Certified System Administrator (RHCSA) in Red Hat OpenStack Platform or Red Hat Certified Engineer (RHCE) is a big plus, as you'll need to be certified within 90 days of your start date
    • Relevant industry experience with software-defined networking (SDN), network functions virtualization (NFV), and cloud networking is a big plus

    The following are considered a plus:


    • Previous experience with Red Hat Ceph Storage or Red Hat Gluster Storage
    • Professional experience with the telco industry
    • Scripting or programming experience in languages like Bash, C, or Python

    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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