Technical Support Engineer
The Role :
Primary responsibilities include assisting with highly technical support requests from our enterprise customers around globe via web ticketing system, while maintaining an extremely high level of customer satisfaction.
Primary Responsibilities :
Required Skills & Experience:
Required Technical Skills & Professional Experience:
The Role :
Primary responsibilities include assisting with highly technical support requests from our enterprise customers around globe via web ticketing system, while maintaining an extremely high level of customer satisfaction.
Primary Responsibilities :
- Perform initial or secondary investigation and respond to web cases.
- Gathering information for each issue.
- 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 prioritize customers' requests.
- Incorporating your findings in Red Hat's knowledge base.
- Should be comfortable working in Shifts & handle phone calls when ever required.
Required Skills & Experience:
Required Technical Skills & Professional Experience:
- Two or more years of commercial Linux experience (5+ for senior) in the enterprise sector - configuration, troubleshooting, debugging, etc.
- Linux system administration experience.
- Good theoretical knowledge of networking, UNIX-like services and concepts.
- Advanced application debugging knowledge.
- Basic kernel debugging and tuning knowledge.
- Strong troubleshooting skills and a passion for problem solving and investigation.
- Strong Customer focus and service orientation.
- Ability to work with conflicting priorities and able to use initiative to develop solutions.
- Previous knowledge of support systems and tools.
- Solid understanding of Open Source technologies and technical support environments.
- Software development/programming experience is preferred.
- Scripting abilities preferred (Perl/Python/Bash).
- Knowledge of enterprise storage solutions and clustering.
- Knowledge of enterprise database solutions.
- Prior participation in open source software projects is preferred.
- IT degree or equivalent experience in the enterprise IT sector
- RHCE or other Linux certification is preferred.
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