Senior Technical Support Engineer - Western U.S.

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
The Red Hat Global Support Delivery team is looking for a Senior Technical Support Engineer to assist customers in the Western United States. In this role, you will provide excellent customer support experience for our enterprise subscription customers, develop close working relationships with their top developers and architects, and assist our front-line support engineers with the most complex and meaningful issues. You'll also have daily contact with our research and development teams, 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, and as a Senior Technical Support Engineer, you will help provide high-level technical support and sustaining engineering services designed to improve uptime and reduce IT costs. This role is a great opportunity to become part of a fast-paced, creative company that is changing the way software is developed, sold, and supported. This role can be based anywhere within the U.S. or Canada, but you must be able to work Pacific Standard Time (PST) hours. This position is open to internal candidates only. Outside candidates, including referrals, are not being accepted at this time.
Primary job responsibilities
Investigate and troubleshoot technical issues and provide solutions to problems to help ensure that customers realize maximum value from Red Hat's solutions portfolio
Provide support to customers by responding to incoming calls and chat and web-based inquiries
Regularly collaborate with in-house support engineers and developers to produce creative solutions and improve customer satisfaction
Partner with third-party vendors like Microsoft, HP, IBM, and Oracle to collaborate on issues
Contribute regularly to the global Red Hat knowledge management system and present troubleshooting instructions and solutions to other engineers within the domain
Exceed customer expectations by providing outstanding customer experience
Regularly collaborate with in-house support engineers and developers to produce creative solutions and improve customer satisfaction
Required skills
Proficiency in and knowledge of enterprise databases, including Oracle, PostgreSQL, MongoDB, etc.
Advanced Linux system administration experience; knowledge of installation methods, networking, firewall, security, clustering, web servers, and databases using Linux
Experience as a technical support, development, or quality engineer, preferably within an enterprise environment
Industry experience providing technical support for identity management offerings
Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
Excellent customer service skills and prior help desk or customer-focused experience
Outstanding written and verbal communication skills in English
Red Hat Certified Engineer (RHCE) or other Linux certification is a big plus; you must earn Red Hat Certified Engineer (RHCE) certification within 60 days of your start date
Ability to work from 10:00 a.m.-6:30 p.m. PST
The following will be considered a plus:
Experience with cloud technologies, like Amazon Web Services (AWS), AWS EC2, Red Hat OpenStack Platform, and Microsoft Azure
Scripting or programming experience in languages like Bash, C, Perl, Python, Java, or Ruby
Experience with open source communities via mailing lists, bug reports, patches, etc.
Bachelor's degree in computer science, computer engineering, or a technology-related discipline
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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