Description :

Work Experience & Skills Required :

- Valid Red Hat Certified System Administrator (RHCSA) certification

- Minimum 1+ years of technical support experience involving Red Hat technologies

- Global customer exposure through written, verbal, and live chat communication

- Experience managing customer escalations via chats, tickets, and calls

Responsibilities :

- Understand and troubleshoot user queries within the defined TAT

- Provide technical assistance to learners (internal & customers) for Red Hat Online Learning

- Support instructors with lab environments during virtual trainings

- Collaborate with Red Hat training teams to resolve learner issues

- Perform QA testing on the training platform for new feature releases

- Maintain accurate documentation and contribute to process repository

- Propose and define process improvements

- Perform root cause analysis for recurring issues

- Log Jiras with complete documentation for reproducible issues requiring curriculum intervention

- Adhere to communication procedures, guidelines, and policies

- Deliver excellent customer satisfaction and uphold Red Hats brand image

Education Qualifications / Certifications :

- RHCSA (Mandatory)