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Technical Support Engineer - Pune, India

The Technical Support Engineer will assist enterprise customers with highly technical support requests via a web ticketing system, maintaining high customer satisfaction. Primary responsibilities include investigating issues, gathering information, providing analysis and proposed fixes, educating customers, and incorporating findings into the company's knowledge base. The ideal candidate has 2+ years of commercial Linux experience in system administration, troubleshooting, and debugging, as well as strong troubleshooting and customer service skills.

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Prashanth Kumar
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14 views2 pages

Technical Support Engineer - Pune, India

The Technical Support Engineer will assist enterprise customers with highly technical support requests via a web ticketing system, maintaining high customer satisfaction. Primary responsibilities include investigating issues, gathering information, providing analysis and proposed fixes, educating customers, and incorporating findings into the company's knowledge base. The ideal candidate has 2+ years of commercial Linux experience in system administration, troubleshooting, and debugging, as well as strong troubleshooting and customer service skills.

Uploaded by

Prashanth Kumar
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Technical Support Engineer

Job ID: 8972 Job Category: Information Technology Location: Pune, India

Job Summary

The Role : Assisting highly technical support requests from our enterprise customers around globe via web ticketing system, while maintaining an extremely high level of customer satisfaction. Primary Responsibilities : * Perform initial or secondary investigation and respond to web cases. * Gathering information for each issue. * Carrying out the necessary research. * Providing analysis to fully understand the issue. * Proposing workarounds if appropriate. * Proposing and discussing fixes, providing advice and educating customers. * Interfacing with engineering, product management and support management when necessary in order to prioritize customers' requests. * Incorporating your findings in Red Hat's knowledge base. * Should be comfortable working in Shifts & handle phone calls when ever required.

Job Requirements

Required Skills & Experience: * Two or more years of commercial Linux experience (5+ for senior) in the enterprise sector configuration, troubleshooting, debugging, etc. * Linux system administration experience. * Good theoretical knowledge of networking, UNIX-like services and concepts. * Advanced application debugging knowledge. * Basic kernel debugging and tuning knowledge. * Strong troubleshooting skills and a passion for problem solving and investigation. * Strong Customer focus and service orientation. * Ability to work with conflicting priorities and able to use initiative to develop solutions. * Previous knowledge of support systems and tools. * Solid understanding of Open Source technologies and technical support environments. * Software development/programming experience is preferred.

* Scripting abilities preferred (Perl/Python/Bash). * Knowledge of enterprise storage solutions and clustering. * Knowledge of enterprise database solutions. * Prior participation in open source software projects is preferred. * IT degree or equivalent experience in the enterprise IT sector * RHCE or other Linux certification is preferred.

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