Job Description

About the job:
The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer to join us in Pune, India. In this role, you will provide technical support to field engineers, technicians, and product support associates who are diagnosing, troubleshooting, repairing, and debugging complex electro-mechanical equipment, computer systems, complex software, or networked or wireless systems. You will respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. You will report design, reliability, and maintenance problems or bugs to design engineering and software engineering teams. You may be involved in customer installation and training. As a Technical Support Engineer, you will provide support to customers and users where the offering is highly technical or sophisticated in nature. With applications offerings where the user is nontechnical, you will generally interact with product support associates and potentially the customers when the customers’ issues cannot be resolved directly by first-level associates. What you will do:

• Provide technical support to our enterprise customers
• Work with our enterprise customers across the globe on a 24/7 basis, which will require you to work in different shifts periodically
• Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues
• Exceed customer expectations by providing outstanding customer service
• 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

What you will bring:

• 4+ years of Linux experience working in the enterprise sector; excellent administration skills
• Thorough knowledge of the Linux kernel, networking, and memory management
• Excellent troubleshooting skills; passion for problem-solving and investigation
• Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus

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About Red Hat:
Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.