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 Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer to join us in Brisbane, Australia. In this role, you will provide excellent support services for the Red Hat OpenShift and Red Hat Middleware portfolios of solutions. You will work with customers with subscriptions that will include an unlimited number of support incidents, documentation for our offerings, security patches and updates, and upgrades to the newest versions of our software. As a Technical Support Engineer, you will help us continually prove our value to our customers as you troubleshoot and resolve their technical issues over the phone and online. You’ll become an expert in one or more Red Hat’s solutions, including Red Hat OpenShift, Red Hat Enterprise Linux (RHEL), and Red Hat Middleware technologies. You’ll get a unique opportunity to further develop your technical skills while working with engineers from different companies. We’ll need you to clear the Red Hat certifications applicable for the offerings you specialize in, like the Red Hat Certified Engineer (RHCE) exam.
**Primary job responsibilities**
+ Investigate and troubleshoot issues; develop solutions for our customers while understanding their business needs
+ Ensure that customers get the maximum value from and easily use our solutions and subscriptions
+ Collaborate with other engineers and developers to develop creative solutions for our customers, including solutions fixes
+ Exceed customer expectations by providing outstanding customer service via phone and web
+ Update our customers and ensure that they are satisfied with our support service
+ Share your knowledge gained by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
+ Basic Linux system administration experience, including installation methods, networking, firewall, security, clustering, web servers, and databases
+ Solid troubleshooting and debugging skills
+ Passion for problem-solving and investigation
+ Quality customer service skills and prior help desk or customer-focused experience
+ Bachelor’s degree or equivalent experience in the enterprise IT industry
+ Red Hat Certified Engineer (RHCE) or other Linux certification, or willingness to pursuit the RHCE within 60 days of being hired
+ Excellent written and verbal communication skills in English
+ Fluent language skills in additional languages, e.g., Japanese or Cantonese, are a plus
+ Knowledge of cloud and container-based technologies is a plus
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.
**Posting date** _2 months ago_ _(3/25/2020 9:55 AM)_
**_Job ID_** _76736_
**_Category_** _Technical Support_