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For your reference, we have included the original job posting below.
Technical Support Engineer
Job Number:
25506608
Company Name:
Red Hat
Job Location:
Brno, Czech, BRNO
Job Category:
Information Technology
Technical Support Engineer
Job Code: IRC48488 Division: Red Hat Location: Brno, Czech CZ Travel Involved: 0-10% Job Type: Full Time Job Level: 2+ years experience Education: Bachelors Degree or Equivalent Category: Support
Position Summary: The Role:
Red Hat is seeking a Technical Support Engineer in Brno. GSS is Red Hat's customer facing support organization (Global Support Services); we provide high quality technical support to Red Hat customers (subscribers) around the globe across all Red Hat product lines.
Primary Responsibilities:
- Working in a multicultural/multilingual technical team, dealing with highly technical support requests from enterprise customers via the telephone and the Web. - Maintaining a high level of customer satisfaction and for keeping your technical and non-technical skills current by attending courses and spending part of your time in personal development. - Gathering information for each issue - Carrying out the necessary research - Providing analysis to fully understand the issue - Proposing workarounds if appropriate - Proposing and discussing fixes, providing advice and educating customers - Interfacing with engineering, product management and support management when necessary in order to prioritise customers' requests - Incorporating your findings in Red Hat's Knowledge Base when necessary
Required Skills & Experience:
- Any commercial Linux experience in the enterprise sector - Linux system administration experience at RHCE level (RHCE not required). Self assess your RHCE skills at the following address: Good theoretical knowledge of networking, UNIX-like services and concepts - Advanced application debugging knowledge - Basic kernel debugging and tuning knowledge - Software development experience (programming and scripting languages) not required but considered an advantage - Knowledge of enterprise storage solutions and clustering considered an advantage - Knowledge of enterprise database solutions considered an advantage - Strong troubleshooting skills and a passion for problem solving and investigation - Customer focus and service orientation - Ability to work well in a team - Ability to multi-task, prioritise and work under pressure - Ability to work in process-driven environments as well as in contexts where consultation with colleagues, taking initiative and judgement calls are necessary - Ability to communicate courteously and effectively with customers, third party vendors and Red Hat associates - Knowledge of support systems and tools considered an advantage - Contributions (not necessarily development) to Open Source community and projects considered an advantage - IT degree or equivalent experience in the enterprise IT sector (preferred) - RHCE or equivalent not required but considered an advantage (preferred) - Fluent in written and spoken English - Fluency in written and spoken French, German, Italian, Spanish, Eastern European, Russian or Arabic considered an advantage
