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 Ceph Storage and Open Shift Data Foundation 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.

What you will do:

• The core task is investigating, troubleshooting, and developing solutions for Red Hat Customers.
• Ensure that customers get the maximum value from our offerings and subscriptions.
• Support customers by responding within the designated service-level agreement (SLA) period to incoming tickets about Red Hat technologies.
• Exceed customer expectations by providing outstanding customer service.
• Cooperate with other engineers across the Global Red Hat Support team to develop creative solutions for the Customers, including fixes for our offerings.
• Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat's knowledge database; present troubleshooting instructions and solutions to other engineers within the domain.
• Manage customer cases and maintain clear and concise case documentation.
• Participate in conference calls with customers when needed.
• Contribute to improvements of Red Hat products you support by filing bug reports, participating in engineering discussions and troubleshooting, proposing product supportability and usability improvements.

What You Will Bring:

• Solid understanding of Linux storage subsystem;
• Experience in development, administration, tuning or troubleshooting in at least one of the following technology areas: Kubernetes/Open Shift, Software defined storage solutions, such as Ceph, Gluster, ODF
• Troubleshooting and debugging experience in distributed and containerized environments.
• Fluent verbal and written communication in English;
• Ability and willingness to work with enterprise customers, understand their business needs and limitations;
• Strong ability to articulate complex technical issues clearly to both technical and non-technical audiences.

Considered a Plus:

• Scripting / Programming and troubleshooting:
• Experience with performance tuning or system tracing tools (like strace)
• Scripting or programming experience in languages like Bash, C, or Python
• Experience with multithreaded environments
• Process and methodology:
• Familiarity with open source methodologies;
• Prior Red Hat certification (e.g., RHCSA).

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-assistanceredhat.com. General inquiries, such as those regarding the status of a job application, will not receive a reply.