Training Technical Support Specialist

Job description

• 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 involves supporting students, collaborating with global technical teams, and ensuring the quality and accessibility of cloud labs to all learners across globe. Additionally, the role includes mentoring junior associates and contributing to process improvements.

What will you do:

• Provide technical assistance via service requests and live chat for students using Red Hat Online Learning.
• Assist students with understanding course content, guided lab exercises, and troubleshooting technical issues.
• Serve as an escalation point for junior associates, offering guidance and resolving complex inquiries.
• Perform quality assurance testing on lab content produced by the Red Hat Training team.
• Research and resolve customer issues using a broad understanding of Red Hat systems and technologies.
• Create virtual training environments and provide real-time support for instructors via live chat.
• Maintain and create documentation for internal teams and customer-facing resources.
• Conduct training sessions for new hires on operational tools, processes, and troubleshooting best practices.

What will you bring:

• Bachelors degree or equivalent experience in the enterprise IT industry.
• Excellent written and verbal English communication skills.
• Strong customer service skills with prior experience in a customer-focused role.
• Ability to work across multiple time zones in a 24x7 environment.
• Proficiency in Linux command-line operations.
• Red Hat Certified System Administrator (RHCSA) or Red Hat Certified Engineer (RHCE) certification.
• Experience with shell scripting is an advantage.
• Strong problem-solving skills, with the ability to assess and adapt solutions beyond standard practices.
• Experience in creating and maintaining technical documentation.