The Red Hat Experience Engineering (XE) team is looking for a Senior Software Maintenance Engineer with a background in Virtualization and Storage systems to join us in EMEA. In this role you will work with Red Hat Virtualization as well as OpenShift Virtualization, our virtualization solution based on Kubernetes / Kubevirt, delivering an outstanding customer support experience by providing technical support and sustaining engineering services to enterprise subscription customers.
In this role, you will provide high-level technical support and sustaining engineering services to dedicated enterprise customer accounts to help them maximize uptime and reduce IT costs. You’ll work closely with customers, developers, and architects while also collaborating with Red Hat engineers to solve complex and challenging technical issues. You'll partner closely with development engineering teams and work alongside some of the brightest developers in the open source community. As a Senior Software Maintenance Engineer, you will also partner with Red Hat’s key strategic partners to jointly solve multi-vendor customer issues.
What you will 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
Investigate and troubleshoot issues and developing solutions for our customers while understanding their business needs
Exceed customer expectations by providing outstanding customer service and provide 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
Be available to perform weekend day shift duties on a rotational schedule when needed
What you will bring:
Excellent understanding of Linux, system administration experience is greatly preferred
Familiarity with Red Hat Virtualization (RHV) / Ovirt, VMware, VSphere, KVM and/or other Virtualization Technologies
Familiarity with enterprise storage systems
3+ years experience as a support, sustaining, or development engineer or other directly related experience within an enterprise environment
Strong communication skills, specifically the ability to communicate clearly and effectively in English with customers that have various levels of technical expertise
First-rate customer service skills; prior help desk experience or customer-focused experience is preferred
Ability to multitask, prioritize, and work well under pressure
Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation
Ability to understand code and identify root causes within it
Familiarity with some or all of the following: Python, Java, Go, Bash
Ability to work in a fast-paced, dynamic environment.
Following is considered a plus:
Knowledge of installation, networking, firewall, security, clustering, web servers, and databases using Linux
Experience with architectures other than x86_64
Expertise in containerization or Kubernetes, oc kubectl command knowledge
Knowledge of Openshift technologies
Understanding of storage systems such as ODF (Open Data Foundation), familiarity with Fiber Channel, ISCSI and NFS.
Understanding of libvirt and qemu functionality.
Familiarity with OpenShift Container Native Virtualization
Some previous software scripting or programming experience
Bachelor's degree or equivalent experience within the enterprise IT sector
A Red Hat Certified Engineer (RHCE) certification
#LI-MP1
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.
Diversity, Equity & 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 diverse 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 of diversity 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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