The Red Hat Customer Experience and Engagement (CEE) team is looking for a skilled Software Maintenance Engineer to join us. In this role, you will provide excellent customer support experience for our enterprise subscription customers. You'll serve as a trusted adviser to enterprise-level customers and partner closely with them. You'll help us continually prove our value to our customers as you troubleshoot and resolve their technical issues for the portfolio of Red Hat's OpenShift offerings to meet their business needs both online and over the phone. You'll work with key customers to build a relationship of trust and confidence between Red Hat and customer engineering, development, and operations teams. As a Software Maintenance Engineer you will also actively interact with the product engineering teams and product management, contributing to improvements of Red Hat products.This role exercises judgment to support software maintenance efforts and collaborates with global teams to ensure consistent software updates and patches. The role supports critical software maintenance tasks while developing proficiency in troubleshooting and debugging.
Note: This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws.
What you will do:
Troubleshoot software issues and debug defects based on general instructions.
Perform maintenance tasks and support ongoing software lifecycle management.
Assist in the development and execution of patch processes for semi-routine issues in stable release streams.
Collaborate with cross-functional teams to support product maintenance and quality assurance efforts.
Ensure the timely resolution of routine issues in collaboration with engineering counterparts.
Contribute to software monitoring systems and provide updates to project leads.
What you will bring
Excellent communication skills, ability to analyze and effectively resolve complex customer issues
Professional experience with configuring and troubleshooting OpenShift or Kubernetes with its components such as logging, monitoring, networking, storage, Service Mesh
Previous professional Linux system administration experience
Passion for problem-solving and investigation of the most complex customer and technical problems
Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus
Team player attitude, open-minded and collaborative approach
Thirst for knowledge, ability to further grow and enhance your technical/interpersonal skills
Scripting language skills or Golang programming knowledge
Upstream involvement in open source projects like patches submitted for upstream inclusion
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About Red Hat
Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.