Job Overview

Job Title:

Senior Technical Support Specialist – Red Hat Online Learning

Location:
Bengaluru, Karnataka

About the Job:

The Senior Technical Support Specialist – Red Hat Online Learning is responsible for managing and resolving a wide range of technical and customer service issues related to the Red Hat Online Learning system. This role includes supporting students, collaborating with global technical teams, ensuring the quality and accessibility of cloud labs for learners worldwide, and mentoring junior associates. Additionally, this role involves contributing to process improvements within the support team.

Key Responsibilities:

• Provide Technical Assistance:
  Offer support via service requests and live chat for students using Red Hat Online Learning.

• Assist Students:
  Help students with understanding course content, guided lab exercises, and troubleshooting technical issues.

• Mentorship & Escalation:
  Serve as an escalation point for junior associates, providing guidance and resolving complex inquiries.

• Quality Assurance:
  Perform testing on lab content produced by the Red Hat Training team to ensure quality and functionality.

• Research & Resolve Issues:
  Use your knowledge of Red Hat systems and technologies to resolve customer issues.

• Virtual Training Environments:
  Create and provide real-time support for virtual training environments used by instructors.

• Documentation:
  Maintain and create technical documentation for internal teams and customer-facing resources.

• Training Sessions:
  Conduct training for new hires on operational tools, processes, and troubleshooting best practices.

Qualifications & Requirements:

• Education:
  Bachelor’s degree or equivalent experience in the enterprise IT industry.

• Experience:
  Proven experience in a customer-focused role and technical support.

• Skills:

  • Excellent written and verbal communication skills in English.

  • Strong customer service skills.

  • Proficiency in Linux command-line operations.

  • Familiarity with shell scripting (advantageous).

• Certifications:

  • Red Hat Certified System Administrator (RHCSA) or Red Hat Certified Engineer (RHCE) certification required.

• Problem-Solving:
  Strong problem-solving skills with the ability to assess and adapt solutions beyond standard practices.

• Technical Documentation:
  Experience in creating and maintaining technical documentation.

• Shift Flexibility:
  Ability to work across multiple time zones in a 24x7 environment.

About Red Hat:

Red Hat is the world’s leading provider of enterprise open-source software solutions. The company delivers high-performing Linux, cloud, container, and Kubernetes technologies, driven by a community-powered approach. With associates spread across 40+ countries, Red Hat offers flexible work environments, ranging from in-office to fully remote, depending on role requirements.

Diversity, Equity & Inclusion at Red Hat:

Red Hat fosters a culture built on open-source principles of transparency, collaboration, and inclusion, empowering people from diverse backgrounds to share ideas and challenge the status quo. The company is dedicated to creating a workplace with equal opportunities for all, where everyone’s voice is celebrated.

Equal Opportunity Policy (EEO):

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. Applications are reviewed without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, or any other legally protected status.

Additional Information:

• Job Type: Full-time

• Location: Bengaluru, Karnataka

• Work Environment: Flexible (remote options available depending on the role)

• Compensation & Benefits: Competitive salary and benefits package (details not mentioned)

If you're passionate about open-source technologies and customer service, Red Hat offers a dynamic environment for growth and impact. Apply now to be part of the global Red Hat team!

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