Associate Technical Support Engineer

Associate Technical Support Engineer

Job ID 
Technical Support
Posting date 
Remote base 

Job description

Company description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat Customer Experience and Engagement team is looking for a Software Maintenance Engineer to join us in Pune, India. In this role, you will help us resolve issues of our enterprise customers quickly and effectively. You’ll work as part of the Global Support Engineering team to provide high-level technical support and sustaining engineering services designed to maximize uptime and reduce IT costs. As a Software Maintenance Engineer, you will maintain close working relationships with our customers’ top developers and architects and assist our front-line support engineers with the most complex and challenging issues. Daily contact with our R&D team will allow you to regularly work alongside some of the best open source developers in the world.

Primary job responsibilities

  • Provide technical support to Red Hat enterprise customers
  • Work with Red Hat enterprise customers across the globe on a 24/7 basis which will require you to work in shifts
  • Analyze and resolve complex customer problems within the core Linux kernel
  • Analyze upstream development against current customer reported defects and develop or backport patches to resolve them
  • Use available tools like crash and systemtap to investigate and troubleshoot technical issues
  • Record customer interactions to include investigation, troubleshooting, and the resolution of issues
  • Work closely with Red Hat's production support engineers, technical account managers, and development engineering teams
  • Demonstrate good judgement in selecting methods and techniques for obtaining solutions
  • Manage workload to ensure that all customer issues are timely handled and their issues resolved
  • Assist in the development of comprehensive and reusable self-service solutions for future incidents

Required skills

  • 5+ years of experience as a support, sustaining, or development engineer or other directly related experience in an enterprise environment
  • Outstanding understanding of Linux tools, with emphasis on GCC, GNU Binutils, Git, crash, and systemtap
  • Demonstrated understanding of compilers and other packages included in Linux distributions
  • Solid understanding of runtime environment implementation
  • Solid understanding of computer architecture and hardware ABI’s for Intel 64, AMD64, and i386; understanding of PowerPC (PPC) and z-series architectures is a plus
  • Solid development-level experience with C and Assembly; familiarity with writing patches
  • Experience with Linux kernel internals and writing scripts using Bash, Python, or Perl to troubleshoot and correct Linux issues
  • Commitment to providing the best experience possible for Red Hat customers
  • Bachelor’s degree or higher in computer science or other technical discipline or equivalent work experience
  • Linux operating system installation, configuration, upgrades, and maintenance experience is a plus
  • Upstream involvement in open source projects (patches submitted for upstream inclusion) is a plus

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, uniformed services, 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.


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