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 (CEE) team
is looking for a Proactive Support Engineer to join us in Barcelona or
Madrid, Spain. In this role, you will provide excellent support and
assistance for our enterprise customers. You'll become an expert on
OpenShift by Red Hat solutions and you’ll support our customers business
needs by ensuring that they are capable of using this offering
effectively on their own. You’ll provide our customers with guidance and
advise them on the use of OpenShift by Red Hat while working to
understand their environments, internal processes, and business needs.
As a Proactive Support Engineer, you'll adapt your support to each of
our customer's environments, facilitate collaboration with their other
vendors, and help them to prevent issues by deploying proactive
measures.
Primary Job Responsibilities
- Support customers by responding to incoming calls and web-based inquiries
- Diagnose problems, troubleshoot customer issues, and find solutions to these issues
- Manage customer cases and maintain clear and concise case documentation
- Ensure that knowledge is shared through our knowledge base
- Become an expert on the OpenShift by Red Hat offering
- Collaborate with other engineers and developers to develop creative solutions for our customers
- Gain understanding of customer technical infrastructures and environments, hardware, and offerings
- Deliver
proactive checks to validate that customer environments are supported
and do not have any critical issues that could impact services that the
customers are delivering
Required Skills
- Bachelor's degree in a technology-related discipline; degree in computer science and engineering is a plus
- 3
years of experience in a technical support, software development or
engineering, or quality assurance (QA) organization or Linux system
administration experience
- Ability to manage and grow existing enterprise customer relationships by delivering attentive, relationship-based support
- Outstanding written and verbal communication skills in English; knowledge of other European languages is a plus
- Ability to manage multiple issues and projects while maintain the attention to detail
- Ability to communicate complex information to customers clearly and concisely
- Red
Hat Certified Engineer (RHCE) or other relevant certification at the
same level, or willingness to pursue certification within the first 90
days of being hired
- Experience with OpenShift by Red Hat or similar offerings; Kubernetes or container orchestration 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.