• Provide technical support to Red Hat's enterprise customers mainly for Red Hat Enhanced Solution, via web portal and phone. • Work with Global and Region specific [Chinese / Mandarin] Enhanced Solution Support customers. • Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues. • Maintain a commitment to providing a premium experience for Red Hat's customers. • Consult and develop relationships with in house engineers and developers to promote creative solutions and improve customer satisfaction. • Comfortable with successfully working large numbers of complex cases and complex bugs according to the defined processes and quality guidelines. • Contributes to architectural and analysis / design processes as well as impart knowledge in support cases. • Proactively searches for coaching/mentoring opportunities with open cycles and is able to prioritize appropriately. • Assisting junior team members in prioritizing their workload. • Engaging with Developers and Product Management, provide input for product planning and assessments of product GA readiness. • Maintain a well-balanced combination of case work, code work and self-study. • Commitment to maintain the Red Hat Service Level Agreement. • Able to locate upstream bug reports related to a current issue and discuss it with Developers. • Develop and propose minor bug fixes to the community and get them merged. • Provide Hotfix packages to the customers encountering significant business impact.

• Become an expert in all of the company’s products. • Respond to user support cases in a high volume environment. • Clearly and empathetically communicate with a wide range of user personas. • Prioritize critically and comfortably adapt to an ever-evolving product landscape. • Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale. • Provide suggestions for improving user satisfaction through support processes as well as to increase efficiency and drive down contact rates. • Provide technical support to customers via phone, email, and chat in accordance with agreed SLAs. • Diagnose, address, and resolve technical issues efficiently and accurately. • Escalate complex issues to higher-level support following established processes. • Perform investigation and problem tracking to ensure that issues are properly prioritized, documented, tracked, and resolved. • Participate in training sessions to enhance technical skills and product knowledge. • Share relevant customer insights and feedback with cross-functional teams to support continuous service improvement. • Maintain productivity, quality, and customer satisfaction metrics.

• Administration and documentation of business systems/solutions • Setup computer workstations and prepare workstations for remote deployment • Remote support of dental office technology implemented here at Community Dental Partners

• Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system. • Author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting documentation. • Analyze ticket patterns and provide objective feedback to management regarding improvements to support processes and procedures.