Technical Support Engineer
Red Hat · Posted Oct 8
Enterprise open source software, hybrid cloud, Linux, and container solutions
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About the role
The Red Hat Global Learning Services (Training and Certification) team supports Red Hat online learning, virtual training, certification, and cloud-based lab environments. The team provides technical support to learners, instructors, and internal teams across Linux, cloud, container, and Kubernetes technologies. This role troubleshoots and resolves technical issues, builds and maintains training lab environments, performs QA on course content and platforms, and works with global teams in a 24x5 support model.
What you will do
- Provide technical assistance through service requests, live chat, and other support channels for learners and instructors using Red Hat Online Learning and Virtual Training.
- Troubleshoot and resolve issues related to course content, guided lab exercises, cloud-based training environments, and learning platforms.
- Investigate technical issues using Linux, cloud, and other Red Hat technologies and determine appropriate solutions.
- Create and support virtual training environments and provide technical assistance during training delivery.
- Apply approved hotfixes and updates to course content and lab environments.
- Perform quality assurance testing of course content, lab environments, and platform changes.
- Collaborate with curriculum developers and other Red Hat teams to build, deploy, and troubleshoot training lab environments.
- Deploy and validate updated or new course content in the Red Hat Online Learning system.
- Create and maintain technical documentation and knowledge articles to improve support effectiveness.
- Identify recurring issues and opportunities for process improvement, automation, and increased operational efficiency.
- Collaborate with global Training and Certification teams to resolve complex customer and operational issues.
- Continuously develop technical knowledge and stay current with Red Hat products, technologies, and solutions.
- Attend team and organizational meetings regularly and actively participate in discussions, sharing relevant updates, ideas, and feedback.
Skills used in this role
What the employer is looking for
- Bachelor’s degree or equivalent experience in the enterprise IT industry.
- Excellent written and verbal English communication skills.
- Premium customer service skills and prior customer-focused, technical support experience for at least 4 years.
- Working knowledge on Red Hat Enterprise Linux administration and command-line operations.
- Active Red Hat Certified Engineer (Enterprise Linux, Ansible, Openshift or Cloud Native Application) or Red Hat Certified Developer in AIExperience with Openshift, cloud technologies, virtualization, or container technologies.
- Experience with shell scripting or other scripting languages is an advantage.
- Ability to troubleshoot issues independently, research solutions, and adapt beyond standard troubleshooting procedures.
- Ability to collaborate effectively with global and cross-functional teams.
- Willingness to work across multiple time zones as part of a global 24x5 support environment.
- Ability to learn new technologies and adapt to evolving tools, platforms, and processes.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, utilizing a community-powered approach to deliver reliable Linux, hybrid cloud, container, and Kubernetes technologies. The company helps organizations standardize across operating environments, develop cloud-native applications, and scale automation and artificial intelligence solutions. Operating as an independent subsidiary of IBM, Red Hat serves a vast majority of Fortune 500 enterprises globally.
- Industry
- Computer Software
- Company size
- 19000 employees
- Founded
- 1993
- Location
- Raleigh, North Carolina, USA
- Funding stage
- Public Company
Funding
Public Company
Leadership
President and Chief Executive Officer
Chief Technology Officer and Senior Vice President, Global Engineering
Senior Vice President and Chief Product Officer
Mario Vaz
Chief Financial Officer
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