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For your reference, we have included the original job posting below.
Technical Support Engineer
Job Number:
25359704
Company Name:
Red Hat
Job Location:
Farnborough, Hants, FA
Job Category:
Information Technology
Technical Support Engineer
Job Code: IRC47750 Division: Red Hat Location: Farnborough, Hants UK Travel Involved: 0-10% Job Type: Full Time Job Level: 2+ years experience Education: Bachelors Degree or Equivalent Category: Software Engineer,Support
Position Summary:
The Role: Red Hat, Inc. is seeking an experienced Linux support resource to join its worldwide support organization. This is an opportunity to join one of the fastest growing enterprise software and services companies and the leader of Open Source. Red Hat is a fast-paced, leading edge company that is changing the way software is developed, sold and supported.
Primary responsibilities include assisting with highly technical support requests from enterprise customers via the telephone and the Web and maintaining a high level of customer satisfaction. Will also be expected to keep technical and non-technical skills current by participating in training courses and tending to personal development, all while working in a multicultural/multilingual technical team.
Primary Responsibilities:
- Perform initial or secondary investigation and respond to online and phone support requests
- 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
Required Technical Skills & Professional Experience:
- 3+ years of commercial Linux experience in the enterprise sector - configuration, troubleshooting, debugging, etc.
- Linux system administration experience at RHCE level
- Good theoretical knowledge of networking, UNIX-like services and concepts
- Advanced application debugging knowledge
- Basic kernel debugging and tuning knowledge
- Strong troubleshooting skills and a passion for problem solving and investigation
- Customer focus and service orientation
- 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 judgment calls are necessary
- Ability to communicate courteously and effectively with customers, third party vendors and Red Hat associates
- Previous knowledge of support systems and tools
- Solid understanding of Open Source technologies and technical support environments
- Software development/programming experience is preferred
- Knowledge of enterprise storage solutions and clustering
- Knowledge of enterprise database solutions
- Prior participation in open source software projects is preferred
- IT degree or equivalent experience in the enterprise IT sector
- RHCE or other Linux certification is preferred (RHCE not required, however, self assess your RHCE skills at: htt ps:// Fluent in written and spoken English
- Fluency in one additional language is a plus (Spanish, Portuguese, French or German)
