Technical Support Engineer

Overview

Provide technical support to learners, instructors, and internal teams across Red Hat online learning, virtual training, certification, and cloud-based lab environments. Troubleshoot technical issues, support training environment quality and delivery, collaborate with global teams, and expand knowledge of Red Hat technologies and solutions.

What you'll do

• Provide technical assistance through service requests, live chat, and other support channels for learners and instructors using Red Hat Online Learning and Virtual Training.
• Troubleshoot and resolve issues related to course content, guided lab exercises, cloud-based training environments, and learning platforms.
• Investigate technical issues using Linux, cloud, and other Red Hat technologies and determine appropriate solutions.
• Create and support virtual training environments and provide technical assistance during training delivery.
• Apply approved hotfixes and updates to course content and lab environments.
• Perform quality assurance testing of course content, lab environments, and platform changes.
• Collaborate with curriculum developers and other Red Hat teams to build, deploy, and troubleshoot training lab environments.
• Deploy and validate updated or new course content in the Red Hat Online Learning system.
• Create and maintain technical documentation and knowledge articles to improve support effectiveness.
• Identify recurring issues and opportunities for process improvement, automation, and increased operational efficiency.
• Collaborate with global Training and Certification teams to resolve complex customer and operational issues.
• Continuously develop technical knowledge and stay current with Red Hat products, technologies, and solutions.
• Attend team and organizational meetings regularly and actively participate in discussions, sharing relevant updates, ideas, and feedback.

What you'll need

• Bachelor’s degree or equivalent experience in the enterprise IT industry.
• Excellent written and verbal English communication skills.
• Premium customer service skills and prior customer-focused, technical support experience for at least 4 years.
• Working knowledge on Red Hat Enterprise Linux administration and command-line operations.
• Active Red Hat Certified Engineer (Enterprise Linux, Ansible, Openshift or Cloud Native Application) or Red Hat Certified Developer in AI.
• Ability to troubleshoot issues independently, research solutions, and adapt beyond standard troubleshooting procedures.
• Ability to collaborate effectively with global and cross-functional teams.
• Willingness to work across multiple time zones as part of a global 24x5 support environment.
• Ability to learn new technologies and adapt to evolving tools, platforms, and processes.

Nice to have

• Experience with Openshift, cloud technologies, virtualization, or container technologies.
• Experience with shell scripting or other scripting languages is an advantage.

Details

• Location: Bangalore, India.
• Support will be 24x5 and will include shifts.
• Work across multiple time zones as part of a global 24x5 support environment.