About The Job

The Red Hat Global Support Services team is looking for a highly skilled Technical Support Engineer with excellent technical and customer service skills to join us in Pune, India. In this role, you'll become an expert on Red Hat technologies, including Red Hat Enterprise Linux (RHEL) and our storage and cloud solutions, and you will provide technical support for our enterprise customers both online and over the phone. As a Technical Support Engineer, you will be responsible for performing advanced investigation and troubleshooting to resolve complex customer issues quickly and effectively. The customers you'll interact with are often other engineers, so we'll need you to develop your technical skills by becoming a Red Hat Certified Engineer (RHCE) and getting up to speed with our system.

What you will do

Provide technical support to Red Hat enterprise customers
Work with Red Hat enterprise customers across the globe on 24x7 basis that requires one to work in different shifts periodically
Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues
Exceed customer expectations by providing outstanding customer service
Demonstrate proficiency in utilizing LLMs (e.g., Google Gemini), as relevant, for tasks such as brainstorming solutions, deep research, summarizing technical documentation, drafting communications, summarizing complex technical information, and enhancing problem-solving efficiency across the development lifecycle.
Consult and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction
Contribute to the global Red Hat knowledge management system while working on customer issues
Use available tools to investigate and troubleshoot technical issues
Record customer interactions to include investigation, troubleshooting, & the resolution of issues
Work closely with Red Hat's production support engineers, technical account managers and development engineering
Manage workload to ensure that all customer issues are timely handled and driven to resolution

What you will bring

A minimum of 4+ years experience as a support engineer or other directly related experience in an enterprise environment
Linux operating system installation, configuration, upgrades, and maintenance experience
Solid understanding of networking configuration (IP configuration, interface bonding, routing, firewalls, etc.)
Strong troubleshooting skills
Thorough understanding of all base packages included in the RHEL distribution
Thorough understanding of security mechanisms such as SELinux and iptables
Thorough understanding of authentication mechanisms including local files, NIS, LDAP, and Kerberos
Working know-how level experience with C, and familiarity with developing and applying patches
Ability to create and implement test plans for software maintenance.
Experience writing scripts using Bash, Python, and/or Perl to troubleshoot and correct Linux issues
Excellent troubleshooting skills, and a passion for problem solving and investigation
Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus

About Red Hat

Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat

Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email [HIDDEN TEXT]. General inquiries, such as those regarding the status of a job application, will not receive a reply.

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