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Mobile Application Support Engineer

Company Name:
Red Hat
At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing technologies that solve business problems. We're a billion dollar S&P 500 company offering solutions from Linux to middleware, storage to cloud, together with award-winning global customer support, consulting, and implementation services.
In September 2014, Red Hat acquired FeedHenry, a leading enterprise mobile application platform provider. FeedHenry expands Red Hat's broad portfolio of application development, integration, and Platform-as-a-Service (PaaS) solutions, enabling Red Hat to support mobile application development in public and private environmen
The Red Hat FeedHenry Support Services team is seeking a skilled Mobile Application Support Engineer to provide an excellent customer support experience to our enterprise subscription customers. Unlike most software companies, we don't sell software licenses or "break-fix" pay-per-incident support. Instead, we sell subscriptions that include an unlimited number of support incidents, product documentation, security patches and updates, and upgrades to the newest versions of our software. As a Support Engineer, you'll help us continually prove our value to our customers as you troubleshoot and resolve their technical issues. You will become an expert in the system administration and use of the FeedHenry product, and you'll use your skills in mobile application development and system administration daily as you assist customers. Many of your customers will be engineers, so continuously developing your technical skills is imperative.
Maintain ownership of mobile-related customer-facing support issues
Ensure customers realize maximum value from Red Hat FeedHenry products and subscriptions
Provide technical support to customers by taking incoming calls, live chat via IRC, and responding to web-based inquiries
Investigate and troubleshoot issues and develop solutions for customers while gaining an understanding of their business needs
Exceed customer expectations by providing outstanding customer service
Regularly update customers and ensure they are satisfied with support services
Collaborate with other engineers and developers to craft creative solutions for customers, including product fixes
Share knowledge gained from troubleshooting issues by contributing to the Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
Experience in Android and iOS development
Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation
Scripting or programming experience in languages, particularly JavaScript, Bash, Ruby, and Python; knowledge of Node.js is a significant advantage
Linux-specific or relevant system administration experience, i.e. installation methods, networking, firewall, security, clustering, web servers, and databases
Demonstrated first-rate customer service or prior technical support experience, and a desire to go above and beyond with assisting customers
Outstanding English communication skills, both written and verbal; fluency in an additional language, particularly Spanish, a plus
Bachelor's degree or equivalent experience within the enterprise IT sector
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, national origin, disability, age, military status or veteran status, genetic information, or any other status protected by applicable law.

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