The Red Hat Customer Experience and Engagement (CEE) team is looking for an Associate Technical Support Engineer with a solid background in Platform-as-a-Service (PaaS) technologies to join Red Hat. In this role, you will provide high-quality technical support sustaining engineering services to help maximize uptime and reduce IT costs for customers and partners that have strict data handling and storage requirements. You’ll work as part of a team of U.S. citizens working at U.S.-based support centers who provide support for our most security-conscious customers and partners. As a CSS Senior Technical Support Engineer, you will collaborate with customers, developers, architects, and operations teams to troubleshoot complex and challenging issues. You'll partner closely with development engineering teams and work alongside some of the brightest developers in the open source community. This is a great opportunity to join one of the fastest-growing enterprise software and services companies and the leader of open source software.

Primary Job Responsibilities

• Deliver exceptional customer experience using your professional communication skills, applying existing knowledge and deep troubleshooting to resolve a variety of issues

• Quickly analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner

• Collaborate with other support engineers and other internal teams and external parties during the problem resolution process

• Document diagnostic steps and create reusable solutions for future incidents

Required Skills

• 1+ years of experience working as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service

• 1+ years of experience working with Linux or Unix operating systems

• Experience working with hosted applications or large-scale application deployments

• Knowledgeable in Red Hat Enterprise Linux and its associated Identity Management technologies (IdM, Red Hat Certificate System, etc.)

• Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat’s associates

• Solid troubleshooting skills and passion for problem-solving and issue investigation

• Ability to handle multiple priorities and work under pressure

• Ability to collaborate, guide, and/or assist more junior team members with technical support processes and understanding, as well as more nuanced product details

• Existing Red Hat Certifications or willingness to attain the Red Hat Certified Engineer (RHCE) credential

• Development-level experience with programming languages like Go, AngularJS, Python, .NET, and C are preferred

• Available to perform weekend shift duties on a rotational schedule when needed

• Bachelor's degree in a technical field; degree in engineering or computer science is strongly preferred

The salary range for this position is $27.02 - $41.92. Actual offer will be based on your qualifications.

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience. 

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 have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. 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. Opportunities are open. Join us.

Benefits
●    Comprehensive medical, dental, and vision coverage
●    Flexible Spending Account - healthcare and dependent care
●    Health Savings Account - high deductible medical plan
●    Retirement 401(k) with employer match
●    Paid time off and holidays
●    Paid parental leave plans for all new parents
●    Leave benefits including disability, paid family medical leave, and paid military leave
●    Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more! 

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States. 

Diversity, Equity & 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 diverse 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 of diversity 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 [email protected]. General inquiries, such as those regarding the status of a job application, will not receive a reply.