Technical Support Engineer – Identity Management

The Red Hat Global Support Services team is adding a Technical Support Engineer with a background in Identity Management ( idm IAM )Linux system administration to join us remotely in North America. In this role you will deliver an outstanding customer support experience by providing technical support services to enterprise subscription customers. Unlike most software companies we dont sell software licenses or breakfix payperincident support. Instead we sell subscriptions that include an unlimited number of support incidents product documentation security patches and updates and upgrades to the newest versions of our software. As a Technical Support Engineer you will help us continually prove our value to our customers by troubleshooting and resolving their technical issues over the phone and online. Youll become an expert in Red Hat products and technologies like Red Hat Enterprise Linux (RHEL) and youll be required to pass the Red Hat Certified System Administrator (RHCSA) exam if you do not already have an equivalent cert. All training and resources are provided by Red Hat after starting. Work location is flexible and well qualified homebased applicants throughout North America will be considered to work remotely.

What you will do:

• Support customers by responding within the designated servicelevel agreement (SLA) period to incoming calls and webbased inquiries about our technologies

• Investigate and troubleshoot issues developing solutions for our customers while understanding their business needs

• Resolve customer issues with all identity management products especially in the areas of interoperability with base operating system technologies such as PAM and SSH directory services IPASSSD and Kerberos

• Advanced troubleshooting and debugging skills; passion for problemsolving and investigation

• Exceed customer expectations by providing outstanding customer service

• Collaborate with other engineers and developers to develop creative solutions for our customers including fixes for our offerings

• Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain

• Manage customer cases and maintain clear and concise case documentation

What you will bring:

• Understanding of lightweight directory access protocol (LDAP) Active Directory Samba Kerberos or IPA

• Experience with centrallymanaged directory servers like Red Hat Directory Server FreeIPA Active Directory Sun Directory Server and Novell eDirectory including functions like replication user authentication protocols.

• Ability to support West Coast hours.

• Familiarity with LDAP Samba CIFS and Kerberos

• Scripting or programming experience in languages like Bash C or Python is a plus

• Working knowledge of smartcards (CAC cards Yubikey) is a plus

• Experience working with Linux or UNIX operating systems; Linux system installation configuration and maintenance experience is a plus

• Advanced troubleshooting and debugging skills; passion for problemsolving and investigation

• Ability to communicate clearly and effectively with customers who have various levels of technical expertise

• 3 years of experience working as a support engineer in a fast paced environment and comfortable interacting with customers via live conference calls.

• Ability to handle multiple priorities and deliver in a highpressure environment

• Ability and willingness to learn new open source technologies.

• A Red Hat CertifiedSystem Administrator (RHCSA) is required but can be obtained after starting

• Red Hat Certified Engineer (RHCE) or other Linux certification is a big plus

• An understanding of public key infrastructure (PKI) concepts is a big plus

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 Hats compensation package. This position may also be eligible for bonus commission and/or equity. For positions with RemoteUS 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 worlds leading provider of enterprise open source software solutions using a communitypowered approach to deliver highperforming Linux cloud container and Kubernetes technologies. Spread across 40 countries our associates work flexibly across work environments from inoffice to officeflex 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. Were 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 Hats 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.

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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