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Posted about 1 year ago

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

The Red Hat Sales team is looking for an Associate Technical Support Engineer to join us. In this role, you will often lead communication with important stakeholders, making sure that the lines of communication stay open. In addition, you will become the open helpdesk lead, guiding partner support through to completion and supporting the Global Partner Technical Enablement team (GPTE) in the day-to-day administration of partner support issues. You’ll need to have attention to detail, highly developed organizational skills, and the ability to quickly change focus. You should also have a professional demeanor with the ability to promote a team environment along with excellent communication and interpersonal skills.

  • Support day-to-day administration of the instructor-led training by checking partner prerequisites and partner onboarding, as well as communicating with regional enablement leads
  • Support the learning management system (LMS) product owner and other system administrators with projects and initiatives
  • Solve closing support issues and interact with partners
  • Contribute to the open helpdesk documentation
  • Build, configure, and maintain instructor-led training (ILT) sessions within a LMS

  • Excellent written and verbal communication skills
  • Passion for customer service
  • Proficient in Microsoft Office suites, specifically Excel and Google suites
  • Experience following complex technical processes
  • Ability to work both on your own and as part of a team and manage multiple tasks within service-level agreements (SLAs) timelines
  • Good communication skills and a customer-centric approach
  • Detail-oriented with the ability to track work progress
  • Proficiency working with ticket-based workflow systems
  • Experience working with remote teams, using virtual conference tools

The following skills are considered a plus:

  • 1+ years of experience working with the learning management system (LMS)
  • Prior helpdesk or customer support experience
  • Proficient in Excel or other spreadsheet tools, experience with formulas and functions like vlookups, pivot tables, and macros
  • Ability to coordinate work between multiple teams in a global setting
  • Bachelor’s or an associate degree is a plus

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.