Desktop/Tech Support: II (Intermediate) - NA

Description

Technical Support Engineer - Confirmed Stateside Support

Job Summary

The client Global Support is 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 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 client 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 client olleagues

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 client 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

Must be a U.S. Citizen or Permanent Resident and reside within the U.S.

Must complete a background check as part of the hiring process

Preferred Qualifications

Experience in highly-regulated industries (Healthcare, Banking, Government)

Specific experience with client Enterprise Linux (RHEL), OpenShift Container Platform (OCP), client Ansible Automation Platform (AAP), or other client 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 other products (Ansible, IdM, Satellite)

Development-level experience with programming languages (Go, AngularJS, Python, .NET, C)

Existing client Certification credentials

SPOTLIGHT CALL 6/10/2025:

Looking for:

• Culture fit
• Quick with decision making
• Customer facing - needs a good people person
• People with both sides of their brain
• Social ability with customers and technical abilities
• Collaborating a lot on the backend with other client
• One team one company - must be a team player

Q+A:

• Interview process?

§ 1 with Alex

§ And the other with peers and a peer manager

• Case volume?
• Everybody seems to have 15-25 cases on their plate at any given time
• Looking to drive that down with hiring new staff and bring those averages down
• Are they seeing those cases all the way to revolution or escalating/etc.
• Everybody on the team sees the cases all the way through whether they elevate. They keep the base case and own communication with the customer. This is where the communication with client come in