Linux Technical Support Engineer
Red Hat - Brno (Czech Republic)
Job Description
Red Hat is seeking a Linux Support Engineer to work as a member our Global Support Services team. We are currently looking for both Junior and Senior Engineers.
Your main responsibilities will include working in a multicultural/multilingual technical team and dealing with highly technical support requests from Red Hat customers via the telephone and the Web. You will be responsible for 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.
Your main duties will include:
* gathering information for each issue reported by the customer
* 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
* collaborating on issues with other engineers in an area of your specific expertise
* technical coaching and mentoring, sharing knowledge within your team
Desired Skills & Experience
Technical skills:
* commercial Linux / UNIX experience in the enterprise sector: self assess your technical skills at the following address:
https://www.redhat.com/apps/training/assess/redhat_europe/
* experience with enterprise solutions (HW, networking, storage, database) is a great advantage
General Profile:
* 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
Preferred education:
*IT degree or equivalent experience in the enterprise IT sector
*RHCE or equivalent not required but considered an advantage
Languages:
* Fluency in written and spoken English
* Fluency in written and spoken French / German / Italian / Spanish considered an advantage
Red Hat offers competitive salaries & benefits including:
* 13th salary
* Quarterly bonuses
* Company stock grants (restricted stock units)
* Pension and life insurance contributions
* 5 weeks of vacation
* Meal tickets
* Training, development and certification programs
* Language courses (English and Czech)
* Opportunity to work in an open source, multicultural environment
* Career growth opportunities