Title: Desktop/Tech Support II Location: Remote Duration: 12 months
Description: Technical Support Engineer - Confirmed Stateside Support
Job Summary
Looking for a Technical Support Engineer to join our Confirmed Stateside Support (CSS) team in the United States.
This role focuses on providing high-quality technical support for Red Hat Enterprise Linux and related platforms and technologies to U.S.-based customers and partners with strict data handling and storage needs.
As part of a team of U.S. persons located within the U.S., you will troubleshoot complex issues in collaboration with customers, developers, architects, and operations teams.
You will also partner closely with development engineering teams, working alongside leading open source developers.
This is an excellent opportunity to join the leading open source software company and a rapidly growing enterprise software and services provider.
Well-qualified home-based applicants who are U.S. citizens or permanent residents within the U.S. will be considered for remote work.
Due to the nature of our work, this position has a requirement that you be based within the United States.
Primary Job Responsibilities
Perform daily case activities with meticulous adherence to established guidelines, SOPs, and internal workflows, ensuring thoroughness and accuracy.
Deliver outstanding customer support through strong professional communication, comprehensive technical knowledge, and advanced troubleshooting to effectively resolve diverse technical challenges.
Efficiently and quickly analyze reported issues to identify root causes and key problem areas, then communicate clear, concise, and effective corrective actions and resolutions to customers promptly and professionally.
Collaborate with support engineers, cross-functional internal teams (e.g., development, product management), and external partners as needed during problem resolution to ensure comprehensive and efficient solutions.
Document all diagnostic steps, contributing to knowledge base articles and reusable solutions for efficient future incident resolution and team knowledge enhancement.
Proactively pursue personal and professional growth by continuously expanding product knowledge, refining technical skills, and obtaining relevant industry certifications to enhance expertise and contribute to team capabilities.
Required Qualifications
Minimum 3 years of Linux systems administration expertise, encompassing fundamental commands, user management, installation procedures, networking, firewall configuration, security measures, clustering, web server management, and database knowledge
Proven ability to grasp general Linux principles and a comprehensive understanding of Red Hat's product suite and their functionalities
Proficient in utilizing Linux command-line tools, with a strong emphasis on bash scripting, cURL, kernel crash analysis, strace, Wireshark, and Git
Excellent professional communication skills, capable of interacting respectfully and efficiently with customers, partners, third-party vendors, and Red Hat colleagues
Self-motivated with sound judgment and effective decision-making abilities
A strong interest in system troubleshooting, problem resolution, issue investigation, and root-cause analysis
Ability to manage multiple tasks effectively and perform well under pressure
Relevant industry certifications are desirable, and a willingness to pursue the Red Hat Certified Engineer (RHCE) certification is expected
Bachelor's degree in a relevant technical discipline
Flexibility to cover evening or weekend shift duties on a rotating basis as needed
Preferred Qualifications
Experience in highly-regulated industries (Healthcare, Banking, Government)
Specific experience with Red Hat Enterprise Linux (RHEL), Red Hat OpenShift Container Platform (OCP), Red Hat Ansible Automation Platform (AAP), or other Red Hat Products
A degree in Engineering, Information Science, or Computer Science
Relevant experience as a support or development engineer for a PaaS provider or hosting service, or with hosted applications or large-scale application deployments
Working technical knowledge of client’s other products (Ansible, IdM, Satellite)
Development-level experience with programming languages (Go, AngularJS, Python, .NET, C)
Existing Red Hat Certification credentials
Applicant Notices & Disclaimers
For information on benefits, equal opportunity employment, and location-specific applicant notices, click here
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 40.00/daily.
