About the job

The Red Hat Global Support Services (GSS) team is looking for a Technical Support Engineer to join us in Beijing or Shenzhen, China. In this role, you will troubleshoot and resolve customer technical issues through a web portal and over the phone to provide production technical support for platform solutions, primarily Red Hat Enterprise Linux (RHEL). You'll need to have a combination of excellent technical and customer support experience.

What you will do

• Own the resolution of customer issues from initial contact through complete customer satisfaction

• Exceed customer expectations by providing premium and professional customer service

• Demonstrate efficient problem-solving techniques and resolve complex, critical, and sensitive support issues

• Contribute to the global Red Hat knowledge management system while working on customer issues

• Consult and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction

• Serve as a technical point of contact and subject matter expert for a technology of your choice within the Red Hat Enterprise Linux (RHEL) domain

• Advocate for customer requests and offer innovative ideas to improve the quality of our offerings

• Manage assigned offerings and components by prioritizing open issues for development

• Be available occasionally to be on call after office hours and on weekends

What you will bring

• Experience in production support

• Bachelor's degree or higher in computer science or a related technical field

• Native or business-level language skills in Japanese

• 3+ years of Linux or UNIX experience in the enterprise sector with excellent administration skills

• Excellent troubleshooting skills and passion for problem-solving and investigation

• Ability to communicate clearly and concisely to customers with various levels of technical experience

• Good written and verbal language skills in English

• Red Hat Certified Engineer (RHCE) certification or a comparable combination of experience and qualifications is a plus

#LI-SH4 #LI-REMOTE

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.

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.

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