Principal Technical Support Engineer

The Red Hat Customer Experience and Engagement (CEE) team is looking for a Principal Technical Support Engineer to join us. In this role, you will work as part of a team of application platform support engineers supporting our enterprise solutions portfolio. You'll provide technical assistance to ensure that our customers get the most out of our application platform support solutions. As a Principal Technical Support Engineer, you'll become a trusted partner to our enterprise customers by offering personal assistance for Red Hat Application Services open source software.

What will you do:

• Own the resolution of customer issues from initial contact through complete customer satisfaction
• Demonstrated efficient problem solving techniques and resolve complex, critical and sensitive support issues.
• Work with customer employees and consultants, including business managers, project managers, software engineers, security analysts, data center engineers, and customer NOC
• Strong customer service skills
• Create Knowledge Base Articles Technical Notes
• Engage and collaborate with open source developers around the world.
• Act as the technical point person for a technology of your choosing within the Red Hat JBoss Middleware
• Advocate customer requests and offer innovative ideas to improve product quality.
• Manage assigned product(s), and component(s) by prioritizing open issues for Development.
• Availability to occasionally be on call after hours and on weekends.