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Technical Support Engineer

Red Hat - Brisbane Grove, NSW

Source: uWorkin


Job Summary

Come work for an open organization built on the foundation of open source which truly values innovation, solid technical insight, customer focus, leadership, and the creativity that impacts the customer experience across a range of offerings. The Red Hat Customer Experience and Engagement (CEE) team is looking for an experienced Technical Support Engineer to join us in Brisbane, Australia. In this role, you will become an expert in Red Hat’s offerings and technologies, like Red Hat Enterprise Linux (RHEL) and Red Hat Ansible Automation Platform, and you’ll provide outstanding technical support to our customers over the phone and online. You'll work closely with our Engineering and Quality Engineering (QE) teams specializing in automotive and manufacturing use cases. The customers you'll interact with will be the last-level technical contacts on the customer side, like system administrators, architects, and solutions engineers. You will be part of the Red Hat culture that makes us unique in the industry, a culture enriched with Open Management Practices, Open Decision Framework, and diversity and inclusion. Having the freedom to showcase your leadership skills, you’ll be able to bring your innovative solutions to complex problems. On top of that, you will get the opportunity to be a part of several Red Hat Recognition programs to connect, recognize, and celebrate success. As a Technical Support Engineer, you will collaborate in international teams to improve free and open source software.

Primary Job Responsibilities

  • Provide high-level technical support to customers by responding to web-based inquiries
  • Perform diagnostics of problems; troubleshoot and develop solutions for customer issues
  • Exceed customer expectations with outstanding customer service and provide regular updates to ensure that they are satisfied with our support service
  • Consult with and develop relationships with in-house engineers and developers to guide creative solutions and improve customer satisfaction
  • 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
  • Be actively involved in automotive product design, development, troubleshooting, documentation, or upstream community work

Required Skills
  • Ability to communicate clearly and effectively with customers that have various levels of technical expertise
  • Outstanding written and verbal communication skills in English
  • Excellent troubleshooting and debugging skills; passion for problem-solving and investigation
  • Linux system administration experience, including system installation, configuration, and maintenance; experience with Yocto-based Linux systems is a big plus
  • Understanding of hardware and computer architecture like Intel 64 and AMD64; arm knowledge is a big plus
  • Experience using a distributed version control system, preferably Git
  • Understanding of Linux or other UNIX system main kernel internal structures like timers, memory management, interrupt handling, etc.
  • Knowledge of Intel 64 and AMD64 assembler; other architecture assembly languages are a big plus

The Following Are Considered a Plus
  • Experience working in the automotive industry
  • Experience with Embedded Linux, Linux device drivers, and Yocto image customization
  • Knowledge of containers
  • Ability to reading and understand C code, Bash, Makefile, and Python
  • Prior Red Hat Certified Engineer (RHCE) certification or other Linux certifications; RHCE certification will be required within 90 days of starting

About Red Hat

Red Hat is the world’s leading provider of enterprise 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.

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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