Job details

Senior Technical Support Engineer

About the job:

The Red Hat Global Support Services team is looking for an experienced Senior Technical Support Engineer with Linux networking experience to join us in the Philippines. In this role, you will build on your expertise with Red Hat technologies, namely Red Hat Enterprise Linux (RHEL) running on hybrid cloud, while providing outstanding technical support to our customers.

You'll work closely with our developer and quality engineering (QE) teams to incorporate customer feedback and make Red Hat Enterprise Linux (RHEL) an even better product. The customers you'll interact with are often last level technical contacts on the customer's side, like system administrators, architects, and solution engineers. This job is a very important centerpiece between our customers and developer teams and is essential to perfect our product quality and customer experience.

You will be a part of the unique Red Hat culture, enriched with various principles and initiatives, such as Open Management Practices, Open Decision Framework, and diversity and inclusion. With the freedom to showcase your leadership skills at any time, you will have the option to bring innovative solutions to complex problems.

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:

5+ years of 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

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