Ansible Technical Support Engineer

The Technical Support Engineer works with minimal supervision to resolve routine and semi-routine technical issues and ensures customers maximize the value of their subscriptions. This role exercises judgment when following general instructions to troubleshoot and resolve issues of limited complexity. The position also focuses on improving the customer experience through direct interactions and collaboration with other engineers to deliver efficient and timely solutions.
Note: This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws.

What you will do:

• Resolve semi-routine technical issues by utilizing standardized procedures and knowledge of system configurations.

• Investigate and troubleshoot moderate technical challenges with minimal supervision and provide timely resolutions.

• Engage with customers to provide regular updates and ensure their satisfaction with the services provided.

• Work closely with engineering teams to address issues requiring cross-functional collaboration.

• Document troubleshooting efforts and share knowledge with team members to contribute to continuous improvement.

What you will bring:

• 3+ years of Linux systems administration experience, including installation methods, networking, firewall, security, clustering, web servers, and databases; experience with Red Hat Enterprise Linux (RHEL) is preferred

• Address and resolve customer issues regarding Ansible Automation Platform and other components via the ticketing system

• Ability to set up replication scenarios for customer issues and ability to identify patterns and understand the broader context

• Outstanding written and verbal English communication skills

• Resolve semi-routine technical issues by utilizing standardized procedures and knowledge of system configurations.
• Investigate and troubleshoot moderate technical challenges with minimal supervision and provide timely resolutions.
• Engage with customers to provide regular updates and ensure their satisfaction with the services provided.
• Work closely with engineering teams to address issues requiring cross-functional collaboration.
• Document troubleshooting efforts and share knowledge with team members to contribute to continuous improvement.

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience. 

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.

Benefits
●    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. 

Inclusion at Red Hat
Red 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.