About the Job :

Red Hat is seeking a strong Software Maintenance 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 Software Maintenance Engineer maintains close working relationships with our customer & assists our technical support engineers with the most complex and challenging issues.

What will you do?

• Provide technical support to Red Hat Open Shift enterprise customers

• Work with Red Hat Open Shift enterprise customers across the globe on a 24x7 basis that requires one to work in different shifts.

• Resolve complex customer problems within Red Hat Open Shift and related components.

• Demonstrate proficiency in utilizing LLMs (e.g., Google Gemini), as relevant, for tasks such as brainstorming solutions, deep research, summarizing technical documentation, drafting communications, summarizing complex technical information, and enhancing problem-solving efficiency across the development lifecycle.

• Explore and experiment with emerging AI technologies relevant to Open-source & Open Shift, proactively identifying opportunities to incorporate new AI capabilities into existing workflows and tooling.

• Identify regressions by bridging the gap between upstream development and customer-reported issues, delivering permanent code corrections that eliminate recurring defects.

• Use available tools to investigate and troubleshoot technical issues

• Record customer interactions to include investigation, troubleshooting, & the resolution of issues

• Work closely with Red Hat's production support engineers, technical account managers and development engineering

• Demonstrate considerable judgment in selecting methods and techniques for obtaining solutions

• Manage workload to ensure that all customer issues are timely handled and driven to resolution

• Assist in the development of comprehensive and reusable self-service solutions for future incidents

What will you bring?

• Engineer or other directly related experience in an enterprise environment.

• Linux operating system installation, configuration, upgrades, and maintenance experience a plus

• Strong troubleshooting skills

• A solid understanding of hardware and computer architecture, Open Shift  Components, Kubernetes.

• Confident  in Linux system, network configuration, and storage solutions/management

• Familiarity in Cloud services (Azure, GCP, AWS etc)

• Experience with Enterprise Management System (Large distributed systems)

• 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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