Red Hat Senior Technical Support Engineer in Denver, Colorado

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 Services (GSS) team is looking for a Senior Technical Support Engineer in Denver, CO. In this role, you will assist enterprise subscription customers by investigating, troubleshooting, and resolving issues they experience with Red Hat Enterprise Linux (RHEL) and related offerings, like Red Hat Satellite, Red Hat Cluster Suite, Red Hat OpenShift Container Platform, and Red Hat Directory Server. Unlike most software companies, we don't sell software licenses or break-fix pay-per-incident support. Instead, we sell subscriptions to enterprise customers that include an unlimited number of support incidents, documentation, security patches and updates, and upgrades to the latest versions of our software. As a Senior Technical Support Engineer, you will provide value to customers by investigating, troubleshooting, and resolving issues with Red Hat Enterprise Linux (RHEL) and layered offerings, primarily over the phone and online. You’ll need to pass the Red Hat Certified Engineer (RHCE) exam within 120 days of starting.

Primary job responsibilities

  • Provide technical support to customers by by taking incoming calls and responding to web-based and chat inquiries

  • Investigate, troubleshoot, and develop solutions for problems that customers are experiencing

  • Exceed customer expectations by providing an outstanding customer experience

  • Ensure that customers realize maximum value from their subscriptions

  • Regularly collaborate with in-house support engineers and developers to produce creative solutions and improve customer satisfaction

  • Contribute to the global Red Hat knowledge management system

Required skills

  • 5+ years of Linux or UNIX administration experience, including installation methods, networking, firewall, security, clustering, web servers, and databases

  • Experience as a technical support or development engineer in an enterprise environment

  • Thorough knowledge of and experience with the Linux kernel, networking, and memory management

  • Advanced troubleshooting and debugging skills; passion for problem-solving and investigation

  • Outstanding written and verbal communication skills in English

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

The following are considered a plus:

  • Scripting or programming experience in languages like Bash, C, Perl, Python, Java, or Ruby

  • Red Hat Certified Engineer (RHCE) or other Linux certification; RHCE must be earned within 120 days of starting

  • Bachelor's degree in Computer Engineering or Computer Science 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.

Job ID 66218

Category Technical Support