Associate 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 delivers online training, course-related guided lab exercises, and certification programs for Red Hat learners. The team's technical support function handles learner queries on the Red Hat Online Learning system and course lab environments in a global 24x5 support model. This role provides technical assistance and live chat support to learners, creates and supports virtual trainings, applies hotfixes to course content and labs, and performs quality assurance on lab content produced by the curriculum development team.
What you will do
- Provide technical assistance to learners by responding to incoming service requests and live chats about Red Hat Online Learning system.
- Assist students with understanding our Red Hat Online Learning system and course content, and course-related guided lab exercises.
- Create and support Virtual Trainings.
- Apply hotfixes to course content or lab environments.
- Collaborate with other members of the Red Hat training teams to resolve issues for our students.
- Assist curriculum developers on building and deploying cloud images for training lab exercises.
- Deploy updated or new course content into the Red Hat Online Learning system.
- Perform quality assurance testing on lab content produced by the Red Hat Training Curriculum Development team.
- Attend team and organizational meetings regularly and actively participate in discussions, sharing relevant updates, ideas, and feedback.
- Continuously expand your knowledge of Red Hat solutions.
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 role experience for at least 2 years.
- Ability to work across multiple time zones.
- Command-line expertise in Red Hat Enterprise Linux.
- Active Red Hat Certified System Administrator (RHCSA) in Enterprise Linux, Ansible or Openshift or Red Hat Certified Developer in Cloud Native Applications or AI certification.
- Red Hat Certified Engineer (RHCE) in one of the specializations is an advantage.
- Shell scripting experience is an advantage.
- Basic Python knowledge.
- Ability to learn new technologies, tools, and processes quickly.
- Ability to work effectively with global and cross-functional teams.
- Willingness to work across multiple time zones as part of a global 24x5 support environment.
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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