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

 
 
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.