The Technical Support Engineer works with minimal supervision to resolve routine and semi-routine technical issues and ensures customers maximize the value of their subscriptions. This role exercises judgment when following general instructions to troubleshoot and resolve issues of limited complexity. The position also focuses on improving the customer experience through direct interactions and collaboration with other engineers to deliver efficient and timely solutions. What you will do + Oversee the installation of Red Hat Exams systems + Oversee the installation of Red Hat Individual Exam systems + Train and coach examiners + Review the exam results and respond to the candidate via ServiceNow + Deal hotline call escalation + Work with Red Hat Exam Site for the smooth running of Red Hat exams on Red Hat exam systems + Provide L2 or L3 Support for Red Hat Certification Exams + Troubleshoot exam setup failures and ensure the exam is delivered on time. + Resolve/Verify the exam issues that are reported by the candidate for Live exams. + Create the investigation report for the troubleshooted exam sessions + Handle the exam quality assurance (QA) and conduct pilot exams + Report the exam issues to the Exam Development team + Work with IT team or developers for application enhancement - Grade and process Red Hat Exams What you will bring + Experience in supporting customers in real time + Experience in Linux, Red Hat preferred + Experience helping examiners with exam issues is a plus + Experience taking an exam is desired/requested/wanted/needed + Experience with deployment of Red Hat systems is a plus + Experience in Troubleshooting systems that are running in remote hardware or cloud environments + Red Hat Certified Engineer (RHCE) certification or be able to obtain one within 1 month of hire; additional specialist certifications or Red Hat Certified Architect (RHCA) certification are a plus + Red Hat Certified OpenShift Administrator exam or be able to obtain one within 1 month of hire + Knowledge of or experience with Red Hat OpenShift Container Platform and Red Hat Ansible Automation Platform is a plus + ServiceNow experience is a bonus **About Red Hat** Red Hat (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact. **Diversity, Equity & Inclusion at Red Hat** Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village. **Equal Opportunity Policy (EEO)** 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.** **Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email** **application-assistance@redhat.com** **. General inquiries, such as those regarding the status of a job application, will not receive a reply.**