Red Hat Technical Support Engineer - OpenStack in Brno, Czech Republic

Job description

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 Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer to join us in Brno, Czech Republic. In this role, you’ll provide an excellent customer support experience for our enterprise subscription customers. You will be a trusted adviser to enterprise-level customers and partner closely with them and help us continually prove our value as you troubleshoot and resolve their technical issues for the portfolio of Red Hat cloud computing solutions both online and over the phone. You'll work with key customers both on-site and remotely to build a relationship of trust and confidence between Red Hat and the customer's engineering, development, and operations teams. As a Technical Support Engineer, you will also become an expert in one or more Red Hat solutions like Red Hat Enterprise Linux OpenStack Platform. We'll need you to clear the Red Hat certifications applicable for the solutions you specialize in, i.e. the Red Hat Certified System Administrator (RHCSA) in Red Hat OpenStack or Red Hat Certified Engineer (RHCE) exam.

Primary job responsibilities

  • Ensure customers can get the maximum value from and easily use our solutions and subscriptions

  • Support customers by responding within the designated SLA to incoming calls as well as chat and web-based inquiries about our technologies

  • Investigate and troubleshoot issues, developing solutions for our customers while understanding their business needs

  • Exceed customer expectations by providing outstanding customer service

  • Actively update our customers and ensure they are satisfied with our support service

  • Collaborate with other engineers to develop creative solutions for our customers, including solution fixes

  • Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain

  • Manage customer cases and maintain clear and concise case documentation

  • Participate case review conference call with customers when needed

  • Travel regionally to visit customers when needed

Required skills

  • 3+ years of Linux or UNIX system administration experience

  • Bachelor’s degree or equivalent experience within the enterprise IT sector

  • Fundamental understanding of the Red Hat OpenStack architecture and administration experience across all working components

  • Relevant experience with cloud environments

  • Advanced troubleshooting and debugging skills, with a passion for problem-solving and investigation

  • Demonstrated premium customer service experience or prior technical support experience; desire to go above and beyond in assisting customers

  • Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support

  • Great written and verbal communication skills in English

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.

Job ID 58483

Department Technical Support

Location CZ-Brno

Posting date 7/10/2017

Remote base ..