Frontline Technical Support Engineer

Frontline Technical Support Engineer

Frontline Technical Support Engineer

Job ID:8382
Job Category:Software Support
Location:Raleigh, NC, United States



Job Summary
The Role:

A Frontline Technical Support Engineer will provide technical support for customer issues primarily via web and phone. Includes basic troubleshooting of Red Hat Enterprise Linux and layered products -- including Red Hat Cluster Suite, Red Hat Satellite, Red Hat Proxy, etc. Knowledge of and previous experience with these products is preferred, but is not required. This position requires an exceptional diagnostic capacity and very clear and effective communications abilities. In addition to providing support via the phone and the web, technicians will be required to research issues by working in conjunction with senior-level engineers and developers to timely resolve customer issues.

The work location will be Red Hat's Corporate Headquarters - located on N.C. State's Centennial Campus in Raleigh, North Carolina. Initial work hours will be 10:00AM - 7:00PM.

Primary Duties & Responsibilities:

. Provide technical support to customers by taking incoming calls and responding to web-based inquiries
. Perform diagnostics of problems, troubleshoot and develop solutions for customer issues
. Exceed customer expectations with outstanding customer service
. Consult with and develop relationships with in-house engineers and developers to drive creative solutions and improve customer satisfaction
. Contribute to global Red Hat knowledge management system in the process of working customer issues


Job Requirements
. Basic Linux system administration experience
. Clear understanding of Linux internals and open source software
. Must have strong troubleshooting/debugging skills and a passion for problem solving and investigation
. First-rate customer service, prior help desk experience and/or customer-focused experience is a must
. Application debugging skills preferred
. Strongly prefer knowledge of installation methods, networking, firewall, security, clustering, web servers, and databases using Linux
. Prefer some previous software development/programming experience
. Ability to multi-task, prioritize and work under pressure

Education:
. BS/BA degree or equivalent experience within the enterprise IT sector
. Prior RHCE or other Linux certification would be considered a huge advantage (Red Hat Certified Engineer certification will be required within 60 days of start)

Languages:
. Must possess outstanding English communication skills
. Fluency in an additional language would be a plus (Spanish, Portuguese, French, German, etc.)