Technical Support Engineer

Red Hat; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Red Hat's Global Learning Services team in Bangalore, India seeks a Technical Support Engineer to support learners, instructors, and internal teams across online learning, virtual training, certification, and cloud labs.

You will troubleshoot and resolve issues, create training environments, apply fixes, perform QA, and collaborate with global teams to continuously enhance training delivery. Minimum 4 years in tech support, strong English, and RH certifications preferred.

Qualifications

• Bachelor's degree in IT or related field or equivalent experience.
• Excellent written and verbal English communication.
• Minimum 4 years' customer-focused technical support experience.
• Hands-on experience with RHEL administration and command-line operations.
• Active Red Hat certifications (RHCE/RHCD AI) or Red Hat Certified Developer in AI is a plus.
• Scripting knowledge (shell, Python) is advantageous.

Responsibilities

• Provide technical assistance via service requests, live chat, and other channels for learners and instructors.
• Troubleshoot issues related to course content, labs, and cloud-based training environments.
• Investigate issues using Linux and Red Hat technologies to determine solutions.
• Create and support training environments during delivery.
• Apply hotfixes and updates to course content and lab environments.
• QA testing of content, labs, and platform changes.
• Collaborate with curriculum developers to deploy and troubleshoot training labs.
• Deploy and validate updated course content in the Learning system.
• Create and maintain technical documentation and knowledge articles.
• Identify recurring issues and opportunities for automation and efficiency.
• Collaborate with global teams to resolve complex customer issues.
• Continuously develop technical knowledge of Red Hat products.

Skills

English communication

Customer service

Team collaboration

Learn new tech

Education

Bachelor's degree or equivalent experience

Tools

RHEL administration

OpenShift

Cloud technologies

Shell scripting

Job description

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.

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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

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Equal Opportunity Policy (EEO)

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