The Red Hat Customer Experience and Engagement (CEE) team seeks a skilled Software Maintenance Engineer in Waterford City, Ireland. This role provides excellent customer support for enterprise subscription customers, acting as a trusted advisor. You will troubleshoot and resolve technical issues for Red Hat's AI offerings (Red Hat Openshift AI, Red Hat AI Inference Server, and Red Hat Enterprise Linux AI) via phone and online to meet business needs. The engineer will build trust with key customer engineering, development, and operations teams, and actively collaborate with product engineering and management to improve Red Hat products. The position requires judgment for maintenance efforts, global team collaboration for consistent updates and patches, and supports critical maintenance tasks while developing troubleshooting and debugging proficiency.

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 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:

• Excellent communication skills, ability to analyze and effectively resolve complex customer issues.
• Professional experience with configuring and troubleshooting Open Shift 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.

Considered a Plus:

• Familiarity with open-source projects such as Kube Flow, KServe, Ray Serve, NVIDIA Triton and vLLM is a huge plus.
• Knowledge of AI frameworks (e.g., Tensor Flow, Py Torch, Numpy) and Experience working with AI hardware accelerators such as GPUs
• Relevant Red Hat certifications (e.g., Red Hat Certified System Administrator (RHCSA), Red Hat Certified Specialist in Open Shift Administration, etc).

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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