Linux Technical Support Engineer

About the job
The Red Hat Global Support Services team is adding a Technical Support Engineer with a background in Linux system administration to join us remotely in Hawaii . In this role, you will deliver an outstanding customer support experience by providing Technical Support and sustaining engineering services to enterprise subscription customers. Unlike most software companies, we don't sell software licenses or "break-fix" pay-per-incident support. Instead, we sell subscriptions that include an unlimited number of support incidents, product documentation, 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 by troubleshooting and resolving their technical issues over the phone and online. You'll become an expert in Red Hat products and technologies, like Red Hat Enterprise Linux (RHEL), and you'll be required to pass the Red Hat Certified System Administrator (RHCSA) exam if you do not already have an equivalent cert. All training and resources are provided by Red Hat after starting.
What you will do

• Support Red Hat's customers on various network related issues for Red Hat Enterprise Linux (RHEL) and Red Hat products on different hybrid cloud solutions
• Diagnose and troubleshoot complex technical problems across different components like Packet loss, bonding and teaming, IPv4 and IPv6, Control Groups, firewall (iptables) Load Balancer, network interface controllers (NICs), as well as provide the root cause analysis
• Build on your expertise by going through intensive onboarding, which includes taking Red Hat Enterprise Linux (RHEL) Certifications, like Red Hat Certified Engineer (RHCE)
• Constantly work on your skills so you can keep up with the latest technology trends as well as new products and features in Red Hat's portfolio
• Consult the customer cases with in-house Support Engineers and developers to promote creative solutions and improve customer experience
• Contribute to the global Red Hat knowledge management system
• Collaborate with your colleagues on different side projects, contribute to the success of the global team, and contribute to the open source community
• Manage workload to ensure that all customer issues are timely handled and managed to resolution

What you will bring

• Professional working experience as a support, sustaining, or development engineer or other directly related experience in an enterprise environment
• Linux operating system installation, configuration, upgrades, and maintenance experience
• Excellent communication skills, ability to analyze and effectively resolve complex customer issues
• Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus
• Passion for problem-solving and investigation of the most complex customer and technical problems
• Passion knowledge, ability to further grow and enhance your technical and interpersonal skills
• Ability to work as part of a team, open-minded, and collaborative approach
• Bachelor's degree or equivalent working experience
• Knowledge of containers is a big plus
• Knowledge of networking, firewall, security, clustering, web servers, and databases using Linux is a plus
• Experience with non x64 architectures is a plus
• Familiarity with Linux scripting languages is a plus