Technical Support Engineer

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.

The Red Hat Global Support Delivery team is looking for a skilled Technical Support Engineer to join us in Sao Paulo, Brazil. In this role, you will provide excellent customer support experience for our enterprise subscription customers. You’ll maintain close working relationships with our customers' top developers and architects. You'll also keep in daily contact with our R&D team, allowing you to regularly work alongside some of the best open source developers in the world. Red Hat's Global Support Delivery team is dedicated to resolving the issues of our enterprise customers quickly and effectively. As a Technical Support Engineer, you will help the team provide technical support and sustaining engineering services designed to improve uptime and reduce IT costs. This is a great opportunity to become part of a fast-paced, creative company that is changing the way software is developed, sold, and supported.

• Ensure that customers get the maximum value from our solutions and subscriptions
• Work with third-party vendors like Microsoft, HP, IBM, and Oracle to collaborate on issues
• 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 resolve issues; develop 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
• Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat’s knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain

• Basic Linux system administration experience; knowledge of installation methods, networking, firewall, security, clustering, web servers, and databases using Linux
• Industry experience supporting identity management offerings
• Industry experience installing and supporting Red Hat Satellite
• Solid problem-solving and debugging skills
• Excellent customer service skills and prior help desk or customer-focused experience
• Bachelor's degree or equivalent experience in the enterprise IT industry

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.