About the Job

Red Hat is seeking a strong Senior Technical Support Engineer to join us in Pune, India. Come join one of the fastest growing enterprise software and services companies and the leader of open source software. This opportunity is a tremendous chance to become part of a fast-paced, leading edge company that is changing the way software is developed, sold and supported.

 Red Hat's Global Support Services organization is dedicated to resolving the issues of our enterprise customers quickly and effectively. The Global Support Engineering Group provides high-level technical support and engineering services designed to maximize up-time and reduce IT costs.

 Our Technical Support Engineermaintains close working relationships with our customer & assists our technical support engineers with the most complex and challenging issues.

What will you do?

• Deliver high-tier technical solutions for Red Hat Open Shift enterprise environments, ensuring the stability and scalability of mission-critical deployments.

• Orchestrate Global Support Operations within a 24x7 follow-the-sun model, maintaining seamless service continuity and excellence across diverse time zones and shifts.

• Mitigate Complex System Failures by deep-diving into Open Shift core components and integrated microservices to resolve high-stakes architectural bottlenecks.

• Collaborate Cross-Functionally with Production Support, Technical Account Managers (TAMs), and Engineering teams to align customer feedback with product roadmaps.

• Leverage Advanced Generative AI & LLMs (e.g., Google Gemini) to accelerate the support lifecycle through sophisticated prompt engineering, multi-dimensional research, and the synthesis of complex technical documentation into actionable intelligence.

• Pioneer AI-Integrated Workflows by proactively experimenting with emerging AI technologies to optimize Open Shift troubleshooting frameworks and internal tooling.

• Drive Problem-Solving Efficiency by utilizing AI to deconstruct intricate technical data, draft high-precision stakeholder communications, and brainstorm novel solutions for unprecedented edge cases.

• Strategic Execution & Documentation

• Exercise Expert Judgment in selecting and refining methodologies for incident resolution, balancing immediate mitigation with long-term system integrity.

• Curate Knowledge Base by documenting comprehensive root-cause analyses and technical investigations to serve as a gold standard for global support.

• Engineer Self-Service Ecosystems by developing reusable, automated diagnostic tools and self-healing solutions to preemptively resolve future incidents.

• Manage High-Pressure Workloads with a focus on prioritizing critical path issues, ensuring all enterprise-level engagements are driven to a timely and successful resolution.

What will you bring?

• A minimum of 6  years experience as a Senior Software Maintenance Engineer or other directly related experience in an enterprise environment.

• Expert-level proficiency in the administration, kernel-level tuning, and lifecycle management of Enterprise Linux distributions.

• Deep architectural understanding of Kubernetes and Red Hat Open Shift, including low-level component interaction, Operator frameworks, and control-plane stability.

• Strong troubleshooting skills

• Comprehensive knowledge of computer architecture, high-performance networking (SDN), and complex storage paradigms (CSI, software-defined storage, and persistent volume management).

• Proven experience deploying and maintaining large-scale production environments across AWS, Azure, and GCP, with a focus on cloud-interoperability and managed service integration.

• Extensive background in overseeing Large Distributed Systems, including the ability to navigate and debug microservices architectures at scale.

• Commitment to providing the best experience possible for Red Hat customers by adopting a customer first mindset.

• Prompt Engineering for Support: Proven ability to craft structured, iterative prompts to extract root-cause analysis from complex technical data.

• Context Injection: Experience providing LLMs with relevant logs, error traces, and documentation snippets to generate accurate, context-aware resolutions.

• Validation & Fact-Checking: A disciplined approach to human-in-the-loop verification—vetting AI-generated code or solutions for hallucinations and security vulnerabilities before implementation.

• BSc or higher in Computer Science or other technical discipline or equivalent work experience

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.

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