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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 Customer Experience and Engagement (CEE) team is looking for a Proactive Support Engineer to join us in Barcelona or Madrid, Spain. In this role, you will provide an excellent support and assistance for our enterprise customers. You’ll become an expert on Red Hat OpenShift solution, supporting the business needs of our customers by ensuring that they are capable of using this offering effectively on their own. You will provide our customers with guidance and advice on the use of Red Hat OpenShift while learning to understand their environment, internal processes, and business needs. As a Proactive Support Engineer, you’ll adapt your support to each customer environment, facilitate collaboration with the other vendors of our customers, and help them prevent issues by deploying proactive activities.

  • Support customers by responding to incoming calls and web-based inquiries
  • Diagnose problems, troubleshoot customer issues, and find solutions to those issues
  • Manage customer cases and maintain clear and concise case documentation
  • Ensure that knowledge is shared through our knowledge base
  • Become an expert on the Red Hat OpenShift offering
  • Cooperate with other engineers and developers to develop creative solutions for our customers
  • Gain understanding of customer technical infrastructure and environment, hardware, and offerings
  • Deliver proactive checks to ensure that customer environments are supported and that no critical issues that could immediately affect it appear

  • Bachelor's degree in a technology-related discipline; degree in computer science and engineering is a plus
  • 3+ years of experience in a technical support, software development or engineering, or a quality assurance (QA) team; experience with Red Hat Linux system administration
  • Ability to manage and grow existing enterprise customer relationships by delivering attentive, relationship-based support
  • Outstanding verbal and written communication skills in English, knowledge of other European languages is a plus
  • Ability to manage multiple issues and projects while maintaining an attention to detail
  • Ability to communicate complex information to customers clearly and concisely
  • Red Hat Certified Engineer (RHCE) or other relevant certification at the same level, or willingness to pursue certification within the first 90 days from your start date
  • Experience with Red Hat OpenShift or similar offerings, Kubernetes, and container orchestration 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.