Associate Technical Support Engineer

About the Job:

The Red Hat Global Learning Services (Training and Certification) team is looking for an Associate Technical Support Engineer to join us in Bangalore, India. In this role, you will be part of the Training Technical Support team, providing timely technical support to employees and our learners with respect to their queries on Red Hat online training, course-related guided lab exercises and certification. You'll need to continuously learn and deepen your knowledge of Red Hat solutions. Support will be 24x5 and will include shifts.

What will you do:

• Provide technical assistance to learners by responding to incoming service requests and live chats about Red Hat Online Learning system.
• Assist students with understanding our Red Hat Online Learning system and course content, and course-related guided lab exercises.
• Create and support Virtual Trainings.
• Apply hotfixes to course content or lab environments.
• Collaborate with other members of the Red Hat training teams to resolve issues for our students.
• Assist curriculum developers on building and deploying cloud images for training lab exercises.
• Deploy updated or new course content into the Red Hat Online Learning system.
• Perform quality assurance testing on lab content produced by the Red Hat Training Curriculum Development team.
• Attend team and organizational meetings regularly and actively participate in discussions, sharing relevant updates, ideas, and feedback.
• Continuously expand your knowledge of Red Hat solutions.

What will you bring:

• Bachelor's degree or equivalent experience in the enterprise IT industry.
• Excellent written and verbal English communication skills.
• Premium customer service skills and prior customer-focused role experience for at least 2 years.
• Ability to work across multiple time zones.
• Command-line expertise in Red Hat Enterprise Linux.
• Active Red Hat Certified System Administrator (RHCSA) in Enterprise Linux, Ansible or Openshift or Red Hat Certified Developer in Cloud Native Applications or AI certification. 
• Red Hat Certified Engineer (RHCE) in one of the specializations is an advantage.
• Shell scripting experience is an advantage.
• Basic Python knowledge.
• Ability to learn new technologies, tools, and processes quickly.
• Ability to work effectively with global and cross-functional teams.
• Willingness to work across multiple time zones as part of a global 24x5 support environment.

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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 work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. 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.

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 different 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 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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