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Technical Support Engineer
Red Hat, Inc.BeijingUpdate time: June 13,2019
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Job Description
At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

Provide excellent customer support experience for our enterprise subscription customers. The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Support Engineer to join us in Beijing, China. In this role, you will perform investigation and troubleshooting to resolve difficult issues and partner closely with other support engineers and engineering teams to provide the best possible experience to Red Hat's enterprise customers. You’ll work as part of a team dedicated to resolving issues effectively and efficiently. As a Technical Support Engineer, you will get the opportunity to join a fast-growing enterprise software and services company and the world's leading provider of open source solutions.

Primary job responsibilities

  • Provide technical support services to subscribers of Red Hat's offerings regarding Red Hat Enterprise Linux (RHEL), Red Hat Virtualization, and high availability solutions
  • Engage customers by responding to incoming calls and web-based inquiries to diagnose problems, troubleshoot customer issues, and find solutions to these issues
  • Regularly collaborate with in-house support engineers and developers to produce creative solutions and improve customer satisfaction
  • Record customer interactions like investigation, troubleshooting, and resolution of issues
  • Share your experience and findings by contributing to the Red Hat’s knowledge management system

Required skills

  • Experience working as a support or development engineer on Linux, or a closely related experience, preferably within an enterprise environment
  • Experience with Linux operating system installation, configuration, upgrade, maintenance, and troubleshooting
  • Experience with virtualization technologies and high availability technologies
  • Advanced troubleshooting and debugging skills; passion in problem-solving and investigation
  • Good written and reading skills in English
  • Fluent speaking skills in Cantonese
  • Bachelor's degree or equivalent experience within the enterprise IT sector
  • Red Hat Certified Engineer (RHCE) or other Linux certification is a plus
  • Experience with container technology is a plus

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.


Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

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