About the Job

The Software Maintenance Engineer is responsible for working with minimal supervision to prioritize assigned work and resolve routine to semi-routine issues with limited complexity.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 will you do

• Ensure that customers get the maximum value from and easily use our products and subscriptions.

• Support customers by responding within the designated service-level agreement to inquiries.

• Handle direct customer engagement via phone, web, ensuring clear, professional, and empathetic communication throughout the support lifecycle.

• Investigate and troubleshoot issues and develop solutions for our customers while understanding their business needs.

• Exceed customer expectations by providing outstanding customer service, maintaining proactive contact, and providing regular updates to ensure they are satisfied with our support service.

• Collaborate with engineers and developers to develop creative solutions for customers, including product fixes.

• Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain.

What will you bring

• 4+ years of experience with Linux operating system installation, configuration, upgrade, and maintenance and a good understanding of Linux command line tools

• Experience with Docker, Kubernetes, AWS, Microsoft Azure, etc.

• Good understanding of Linux tools with an emphasis on cURL, Git, Docker, Kubernetes.

• Extensive experience managing Linux-based systems in a production environment

• Experience with performance analysis tools

• Understanding of core AI/ML concepts, including model development lifecycle, training vs. inference, and common frameworks.

• Ability and willingness to adapt to new technologies and tools as the AI field evolves

• Ability to read programming languages, such as Python.

• Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus

• Excellent problem-solving and debugging skills to resolve technical issues

• Strong communication and collaboration skills

• Ability to work independently and as part of a globally distributed team of engineers

• Proficient written and verbal communication skills in English

• Replicate Customer Environments: Recreate customer issues in our labs to isolate root causes, test solutions, and validate fixes.

• Collaborate with Engineering: Partner closely with product management and software engineering teams to escalate bugs, advocate for customer feature requests, and provide real-world feedback to improve product quality.

• Develop KCS: Author and maintain high-quality technical documentation, tutorials, and knowledge base articles to empower customers and scale our support capabilities.

The following is considered a plus-
Relevant Red Hat certifications (e.g., Red Hat Certified System Administrator (RHCSA), Red Hat Certified Specialist in Open Shift Administration, etc).

• Knowledge of / contribution to Instruct Lab

• Knowledge of AI frameworks (e.g., Tensor Flow, Py Torch, Numpy)

• Experience working with AI hardware accelerators such as GPUs

• Software development understanding, including experience writing patches and with scripting languages like Python

• Familiarity with open-source projects such as Kube Flow, KServe, Ray Serve, NVIDIA Triton and vLLM is a huge plus

• Experience with Kubernetes and Openshift

• Familiarity with RHEL Lightspeed

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.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application-assistance@redhat.com. General inquiries, such as those regarding the status of a job application, will not receive a reply.