Senior Technical Support Engineer - Linux, SAP Solutions

Posting Location : Location DE-Remote
Posting date 2 weeks ago(9/14/2022 5:03 AM)
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About the job

The Red Hat SAP Technology Alliance team is looking for a Senior Technical Support Engineer to join us at SAP’s LinuxLab in Walldorf, Germany. In this role your daily responsibilities will include providing high level technical support to customers using SAP applications with Red Hat solutions, so you must be able to troubleshoot and diagnose problems on the telephone or online, developing relationships, consulting with other in-house engineers and developers to lead creative solutions and improve customer satisfaction. You will become an expert on Red Hat technologies and a trusted adviser to enterprise-level customers. You’ll work closely with them and help us continually prove our value. As a Senior Technical Support Engineer, you'll work with SAP and key partners on-site at SAP building to build a relationship of trust and confidence between Red Hat and the customer engineering, development, and operations teams.

You will share your knowledge with your colleagues and customers alike, whether that is by contributing to the global Red Hat knowledge base to facilitate quicker resolution times for future customer cases, providing internal training sessions on a particular area of interest, or mentoring team mates on an ongoing basis. You will also have the opportunity to be actively involved in product development, verification, troubleshooting, documentation and upstream community work. To read a bit more about what we do, you can read the blog from our technical writer here.

What you will do

  • Resolve customers’ inquiries coming over phone, chat, or web within designated service-level agreement (SLA) period
  • Provide technical support to Red Hat enterprise customers
  • Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues
  • 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
  • Help address highly complex and critical issues
  • Keep our customers updated and ensure they are satisfied with our support
  • Manage customer cases and maintain clear and concise case documentation
  • Participate in case review conference calls with customers when needed

What you will bring

  • Linux system administration experience, e.g., installation methods, networking, firewall, security, clustering, web servers, and databases using Linux
  • Practical experience with a number of Red Hat technologies, e.g., virtualization, clustering, systems management, Red Hat Enterprise MRG, Cloud
  • Excellent troubleshooting and debugging skills and a passion for problem solving and investigation 
  • Good written and verbal English communication skills

The following will be a plus: 

  • Experience with SAP, SAP HANA, SAP Netweaver and high availability environments
  • Excellent customer service skills; prior help desk experience or customer-focused experience 
  • Any previous scripting or programming experience, e.g., bash, Perl, Python, Java, or Ruby
  • Fluency in German; basic German language skills and the desire to learn more 
  • Bachelor’s degree 
  • Prior Red Hat Certified Engineer (RHCE) or other Linux certification; RHCE will be required within 60 days of start





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