Job Overview
Location
Remote Malaysia
Job Type
Full-time
Category
Customer Support
Date Posted
May 13, 2026
Full Job Description
đź“‹ Description
- • This role is responsible for providing technical support to Red Hat associates in a global 24/5 omni-channel tiered support environment, with fluency in Mandarin and Japanese to serve internal customers across regional offices.
- • Day-to-day responsibilities include serving as a point of contact for IT issues, monitoring ticket queues, chat, and phone, performing triage and issue remediation, troubleshooting hardware/software/network problems, adhering to ITSM processes, escalating unresolved tickets, and delivering exceptional customer service.
- • The role operates within Red Hat’s Global Enterprise Support (GES) IT Support team, reporting to the IT Global Enterprise Support Regional Manager, and collaborates with peers worldwide to ensure consistent, high-quality support experiences.
- • The associate will develop technical expertise across Linux, Microsoft, macOS, and productivity suites, contribute to knowledge management, gain experience in ITIL practices, and grow into a trusted customer advocate in a fast-paced, innovative, and inclusive enterprise environment.
🎯 Requirements
- • Language proficiency in Mandarin (Chinese) and Japanese; Korean is optional
- • 1 to 2 years of experience in IT Support within an enterprise or culturally diverse environment
- • Technical knowledge of Linux, Microsoft, and Apple operating systems
- • Strong troubleshooting skills and ability to adapt to fast-paced, shifting priorities
- • Exceptional customer service skills and ability to work as a customer advocate
- • Understanding of ITIL framework and working knowledge of ticketing tools
🏖️ Benefits
- • Opportunity to work remotely from Malaysia with a global team
- • Exposure to enterprise-level IT support across diverse technologies and regions
- • Access to Red Hat’s inclusive, open-source-driven culture and professional development
- • Chance to contribute to knowledge management and process improvement initiatives
- • Willingness to travel up to 10% to other Red Hat offices or events
- • Support for reasonable accommodations and equal opportunity employment practices
Skills & Technologies
About Red Hat, Inc.
Red Hat, Inc. is an American software company that provides enterprise open-source solutions, including its flagship Red Hat Enterprise Linux operating system, hybrid cloud platforms, container and Kubernetes technologies, middleware, storage, and automation tools. Founded in 1993 and headquartered in Raleigh, North Carolina, it became a subsidiary of IBM in 2019. The company supports organizations in modernizing and managing IT infrastructure through subscription-based support, training, and certification services, emphasizing security, scalability, and interoperability across hybrid and multicloud environments.
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