About the job:What you will do:- Ensure that customers can get the maximum value from and easily use our offerings and subscriptions- Support customers by responding within the designated service-level agreement (SLA) period to incoming calls and chat and web-based 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 offerings, especially in the areas of interoperability with base operating system technologies like Linux Pluggable Authentication Modules (PAM) and Secure Socket Shell (SSH), directory services, etc.- Exceed customer expectations by providing outstanding customer service- Proactively update our customers and ensure that they are satisfied with our support 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 troubleshootinginstructions and solutions to other engineers within the domain- Manage customer cases and maintain clear and concise case documentation- Participate in case review conference calls with customers when neededWhat you will bring:- Experience working with Linux or UNIX operating systems; Linux system installation, configuration, and maintenance experience is a plus- Understanding of Lightweight Directory Access Protocol (LDAP), Active Directory, Samba, Kerberos, or Identity, Policy, and Audit (IPA) system- Experience scripting or programming in languages like Bash, C, or Python- Advanced troubleshooting and debugging skills; passion for problem solving and investigation- Ability to communicate clearly and effectively with customers who have various levels of technical expertise- Ability to handle multiple priorities and deliver in a high-pressure environment- Ability and willingness to learn new open source technologies- Understanding of public key infrastructure (PKI) concepts is a big plus- Bachelor's degree or equivalent experience within the enterprise IT sector is a plusLI-REMOTE #LI-JR1About Red Hat:
