Principal Technical Support Engineer
Skills Preferred
Job Description
The Red Hat Global Support Services team is looking for a highly skilled Principal Technical Support Engineer with excellent technical and customer service skills to join us in Pune, India. In this role, you'll become an expert on Red Hat technologies, including Red Hat Enterprise Linux (RHEL) and our storage and cloud solutions, and you will provide technical support for our enterprise customers both online and over the phone. As a Principal Technical Support Engineer, you will be responsible for performing advanced investigation and troubleshooting to resolve complex customer issues quickly and effectively. The customers you'll interact with are often other engineers, so we'll need you to develop your technical skills by becoming a Red Hat Certified Engineer (RHCE) and getting up to speed with our system.
Responsibilities
Provide world-class technical support to Red Hat enterprise customers. Work with Red Hat enterprise customers across the globe on a 24x7 basis that requires one to work in different shifts periodically. Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues. Exceed customer expectations by providing outstanding customer service. Consult and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction. Collaborate on customer cases with the intention of mentoring and coaching team members as well as exceeding customer expectations. Contribute to the global Red Hat knowledge management system while working on customer issues. Contribute to the global initiatives within the organization that helps us drive a better customer experience.
Job Requirements
10+ years of Linux experience in the enterprise sector, with excellent administration skills. Thorough knowledge of the Linux kernel, networking, and memory management. Excellent troubleshooting skills, and a passion for problem-solving and investigation. Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus.
Salary
