Technical Support Engineer – Identity Management
Manager, Sales Public Sector
Hybrid Cloud Sales Specialist - Public Sector
Civilian Sales Rep
United States, Illinois
Senior Software Engineer - Go, Prometheus Monitoring
Senior Software Quality Engineer
Software Quality Engineer - Octavia
Principal Telecommunication Architect
Deal Desk Specialist
Agile Project Manager - Technical Delivery
The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer to join us in Brazil remotely. In this role, you will resolve issues involving Red Hat's suite of access and identity management offerings and you will become an expert on Linux system administration and troubleshooting. You’ll collaborate with our customers' top developers and architects and assist our subject matter experts with complex and challenging issues, while partnering closely with our development teams and the open source community. This is a great opportunity to become part of a fast-paced, innovative company that is changing the way software is developed, sold, and supported.
Primary job responsibilities
Support customers by responding within the designated service-level agreement (SLA) period to incoming calls and chat and web-based inquiries about our technologies
Resolve customer issues with all identity management offerings, especially in the areas of interoperability with base operating system technologies like PAM and SSH, directory services, IPA, SSSD, and Kerberos
Investigate and troubleshoot issues, developing solutions for our customers while understanding their business needs; exceed customer expectations by providing outstanding customer service
Collaborate with other engineers and developers to develop creative solutions for our customers, including fixes for our offerings
Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
Manage customer cases and maintain clear and concise case documentation
3+ years of experience working as a support engineer
Familiarity with LDAP, Samba, Kerberos, CIFS, IPA, etc.
Experience with centrally-managed directory servers like Active Directory, Red Hat Directory Server, FreeIPA, Sun Directory Server, and Novell eDirectory, including functions like replication and user authentication protocols
Experience working with Linux or UNIX operating systems; Linux system installation, configuration, and maintenance experience is a plus
Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
Ability to communicate clearly and effectively with customers who have various levels of technical expertise
Ability to handle multiple priorities and deliver in a high-pressure environment
Red Hat Certified Engineer (RHCE) or other Linux certification a big plus
Understanding of public key infrastructure (PKI) concepts is a big plus
The following are considered a plus:
Scripting or programming experience in languages like Bash, C, or Python
Working knowledge of smartcards (CAC cards or Yubikey)
Bachelor's degree or equivalent experience within the enterprise IT sector
About Red Hat
Red Hat (https://www.redhat.com/) is the world’s leading provider of enterpriseopen source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
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.
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.
Posting Location : Location BR-Remote
Posting date 2 months ago (7/27/2021 4:10 AM)
Job ID 88504
Category Technical Support