Senior Customer Support Specialist

Job Description

About The Job

The Senior Customer Support Specialist - Technical manages and resolves a wide range of moderately complex technical and customer service issues. The role involves working closely with team members to deliver solutions and upskilling new hires on standardised tools and resources. This position requires the ability to assess and deviate from accepted practices when necessary to solve problems. Increased responsibility for documentation and service delivery, along with exposure to cross-functional activities, supports skill and career development.

What Will You Do

- Provide technical assistance via service requests and live chat for students using Red Hat Online Learning.
- Assist students with understanding course content, guided lab exercises, and troubleshooting technical issues.
- Serve as an escalation point for junior associates, offering guidance and resolving complex inquiries.
- Perform quality assurance testing on lab content produced by the Red Hat Training team.
- Research and resolve customer issues using a broad understanding of Red Hat systems and technologies.
- Create virtual training environments and provide real-time support for instructors via live chat.
- Maintain and create documentation for internal teams and customer-facing resources.
- Conduct training sessions for new hires on operational tools, processes, and troubleshooting best practices.

What Will You Bring

- Bachelor's degree or equivalent experience in the enterprise IT industry.
- Excellent written and verbal English communication skills.
- Strong customer service skills with prior experience in a customer-focused role.
- Ability to work across multiple time zones in a 24x7 environment.
- Proficiency in Linux command-line operations.
- Red Hat Certified Engineer (RHCE) certification or Red Hat Certified System Administrator (RHCSA) with relevant experience.
- Strong problem-solving skills, with the ability to assess and adapt solutions beyond standard practices.
- Experience in creating and maintaining technical documentation.
- Experience with shell scripting is an advantage.

About Red Hat

Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, 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. We're 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.

Inclusion at Red Hat

Red Hat's 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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