Senior Customer Support Specialist - Technical

About the Job:

The Senior Customer Support Specialist - Technical manages and resolves a wide range of moderately complex technical and customer service issues. The role involves working closely with team members to deliver solutions and upskilling new hires on standardised tools and resources. This position requires the ability to assess and deviate from accepted practices when necessary to solve problems. Increased responsibility for documentation and service delivery, along with exposure to cross-functional activities, supports skill and career development.

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 Engineer (RHCE) certification or Red Hat Certified System Administrator (RHCSA) with relevant experience.
• Strong problem-solving skills, with the ability to assess and adapt solutions beyond standard practices.
• Experience in creating and maintaining technical documentation.
• Experience with shell scripting is an advantage.