Technical Support Engineer

Red-Hat; Bengaluru; Sur place; INR 900 000 - 1 400 000; Plein temps

Résumé du poste

Red Hat in Bengaluru, India, is seeking a Technical Support Engineer to join the Training Technical Support team. You will provide technical assistance to learners, instructors, and internal teams across online learning, virtual training, certification, and cloud-based labs.

The role requires Linux administration, OpenShift, Ansible, and cloud/virtualization experience, with 4+ years in customer-focused technical support.

Qualifications

• Bachelor’s degree or equivalent experience in the enterprise IT industry.
• Excellent written and verbal English communication skills.
• 4+ years of customer-focused technical support experience.
• Active Red Hat Certified Engineer (Enterprise Linux, Ansible, Openshift or Cloud Native Application) or Red Hat Certified Developer in AI.
• Experience with OpenShift, cloud technologies, virtualization, or container technologies.
• Shell scripting or other scripting languages is an advantage.

Responsabilités

• Provide technical assistance through service requests, live chat, and other support channels for learners and instructors.
• Troubleshoot and resolve issues related to course content, guided lab exercises, cloud-based training environments, and learning platforms.
• Investigate technical issues using Linux, cloud, and other Red Hat technologies and determine appropriate solutions.
• Create and support virtual training environments and provide technical assistance during training delivery.
• Apply approved hotfixes and updates to course content and lab environments.
• Collaborate with curriculum developers and other Red Hat teams to build, deploy, and troubleshoot training lab environments.
• Deploy and validate updated or new course content in the Red Hat Online Learning system.
• Create and maintain technical documentation and knowledge articles to improve support effectiveness.
• Identify recurring issues and opportunities for process improvement, automation, and increased operational efficiency.
• Collaborate with global Training and Certification teams to resolve complex customer and operational issues.

Connaissances

Linux administration

Command-line proficiency

OpenShift

Ansible

Cloud technologies

Container technologies

Scripting (shell)

Communication skills

Formation

Bachelor’s degree or equivalent experience in enterprise IT

Outils

OpenShift

Ansible

Kubernetes

Description du poste

About the Job:The Red Hat Global Learning Services (Training and Certification) team is looking for a Technical Support Engineer to join us in Bangalore, India. In this role, you will be part of the Training Technical Support team, providing technical support to learners, instructors, and internal teams across Red Hat online learning, virtual training, certification, and cloud-based lab environments.You will troubleshoot and resolve technical issues, support the delivery and quality of training environments, collaborate with global teams, and continuously expand your knowledge of Red Hat technologies and solutions. Support will be 24x5 and will include shifts.What will you do:Provide technical assistance through service requests, live chat, and other support channels for learners and instructors using Red Hat Online Learning and Virtual Training.Troubleshoot and resolve issues related to course content, guided lab exercises, cloud-based training environments, and learning platforms.Investigate technical issues using Linux, cloud, and other Red Hat technologies and determine appropriate solutions.Create and support virtual training environments and provide technical assistance during training delivery.Apply approved hotfixes and updates to course content and lab environments.Perform quality assurance testing of course content, lab environments, and platform changes.Collaborate with curriculum developers and other Red Hat teams to build, deploy, and troubleshoot training lab environments.Deploy and validate updated or new course content in the Red Hat Online Learning system.Create and maintain technical documentation and knowledge articles to improve support effectiveness.Identify recurring issues and opportunities for process improvement, automation, and increased operational efficiency.Collaborate with global Training and Certification teams to resolve complex customer and operational issues.Continuously develop technical knowledge and stay current with Red Hat products, technologies, and solutions.Attend team and organizational meetings regularly and actively participate in discussions, sharing relevant updates, ideas, and feedback.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, technical support experience for at least 4 years.Working knowledge on Red Hat Enterprise Linux administration and command-line operations.Active Red Hat Certified Engineer (Enterprise Linux, Ansible, Openshift or Cloud Native Application) or Red Hat Certified Developer in AIExperience with Openshift, cloud technologies, virtualization, or container technologies.Experience with shell scripting or other scripting languages is an advantage.Ability to troubleshoot issues independently, research solutions, and adapt beyond standard troubleshooting procedures.Ability to collaborate effectively with global and cross-functional teams.Willingness to work across multiple time zones as part of a global 24x5 support environment.Ability to learn new technologies and adapt to evolving tools, platforms, and processes.#LI-VG11About Red HatRed 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 HatRed 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.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.Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email [e-mail]. General inquiries, such as those regarding the status of a job application, will not receive a reply.