红帽软件诚招 Technical Support Engineer - Middleware

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工作地点北京市--朝阳区

Job Summary
The Red Hat Global Support Service team is looking for an Technical Support Engineer with good middleware technical skills and customer service skills to act as the first line of contact for all customer inquiries concerning Red Hat JBoss Middleware products. In this role, you will have the opportunity to work with leading open source developers to create new solutions and customer offerings. You'll also contribute to global cross-functional projects with our Sales, Engineering, and Training teams. This is a great opportunity to be at the center of new developments with the latest technologies.

Primary Job Responsibilities
Act as the direct contact for customer inquiries about Red Hat JBoss Middleware from all locations and across all product lines through the online customer portal and by phone
Analyze issues with non-functioning software to identify problem areas and recommend corrective actions and resolutions to customers
Use professional concepts and apply company policies and procedures to resolve a variety of issues
Work on problems of difficult and diverse scope by using good judgment in selecting methods and techniques to obtain solutions
Collaborate with senior internal resources and external parties during the problem resolution process
Document and share diagnostic steps and problem resolutions with the Global Support Services team
Work with all levels of support engineers in other regions on global projects and assignments
Deliver an exceptional customer service experience
Be on call and perform night or weekend shift duties on a rotational schedule when needed

Required Skills
Bachelor's degree in computer science or other scientific or technical field
Excellent written and verbal English communication skills
Ability to communicate clearly to all clients with various levels of technical experience
Experience with and knowledge of one or JEE or App Server technologies like Java Message Service, Web Services, Web Server, JDBC, Hibernate, or Datasources is preferred
5+ years of professional experience in applications and middleware, e.g. Red Hat JBoss Middleware, Weblogic, Websphere, Tomcat, or Apache, with excellent troubleshooting skills
Proven ability and willingness to learn new open source middleware technologies
In-depth knowledge of Java virtual machines is a plus