The Red Hat Customer Experience and Engagement (CEE) team is looking for a highly skilled Technical Support Engineer to join us in Waterford City, Ireland. In this role, you will provide excellent customer support experience for our enterprise subscription customers. You'll serve as a trusted adviser to enterprise-level customers and partner closely with them. You'll help us continually prove our value to our customers as you’ll troubleshoot and resolve their technical issues for the portfolio of Red Hat's cloud storage offerings to meet their business needs both online and over the phone. You'll work with key customers to build a relationship of trust and confidence between Red Hat and customer engineering, development, and operations teams. As a Technical Support Engineer, you will become an expert in one or more Red Hat's enterprise cloud offerings like Red Hat Gluster Storage or Red Hat Ceph Storage. Many of your customers will be other engineers, so developing your technical skills will be important.
What you will do
- Ensure that customers get the maximum value from and easily use our offerings and subscriptions
- Support customers by responding within the designated service-level agreement (SLA) period to incoming tickets about our technologies
- Investigate and troubleshoot issues and develop solutions for our customers while understanding their business needs
- Exceed customer expectations by providing outstanding customer service
- Proactively update our customers and ensure they are satisfied with our support service
- Cooperate with other engineers and developers to develop creative solutions for our customers, including fixes for our offerings
- Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat's 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 in case review conference calls with customers when needed
What you will bring
- Experience with Linux or UNIX system administration
- Bachelor's degree or equivalent experience within the enterprise IT sector
- Solid technical knowledge of and practical experience working with Linux systems
- Fundamental understanding of cloud storage technologies and storage administration experience
- Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
- Demonstrated first-rate customer service experience or prior technical support experience; desire to go above and beyond in assisting customers
- Ability to deal with rapid change and limited structure
- Proven ability and willingness to learn new open source technologies
- Excellent verbal, reading, and writing skills in English
- Commitment to providing the best experience possible for Red Hat's customers
The following are considered a plus:
- Red Hat certification, e.g., Red Hat Certified System Administrator (RHCSA)
- Scripting or programming experience in languages like Bash, C, or Python
- Previous experience with Red Hat Ceph Storage or Red Hat Gluster Storage
- Red Hat Certified Engineer (RHCE) qualification is a big plus, as you'll need to be certified within 90 days of your start date
