Sr. Software Maintenance Engineer - OpenShift / Technical Support

About the role

The Red Hat, Customer Experience and Engineering group is looking for a skilled and experienced SW Maintenance Engineer to join our enhanced support team and assist our customers to maintain OpenShift environments and to provide a world class customer experience. Red Hat's technical support engineering is a customer facing support organization that provides high quality technical support to customers around the globe across all Red Hat product lines and is dedicated to resolving issues quickly and efficiently. As a Software Maintenance Engineer, you will provide an important level of technical assistance to ensure that our highly-valued customers get the most out of the product. This position extends well beyond product support as you will take on the role of trusted partner to our customers. You will regularly collaborate with the customer's support teams to troubleshoot complex and challenging issues and join troubleshooting and technical discussions sessions to address technical topics. In this role you'll work closely with application teams to address multi-product issues and must have an acute understanding of the impact of mission critical activities. This is a highly skilled position that requires an engineer with initiative. What you will do ? Act as the direct contact and adviser for customer inquiries about Red Hat OpenShift via ticketing tool, by phone and using remote access tools Deliver an exceptional customer experience by using professional communication, applying existing knowledge, and deep troubleshooting to resolve a variety of issues within the designated service-level agreement (SLA) Quickly analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner Collaborate with other support engineers and other internal teams and external parties during the problem resolution process Ability to multitask, prioritize, and work under pressure Outstanding troubleshooting skills and passion for problem solving and investigation Capability to front-ending the customer and internal stakeholders at the senior management level - Document diagnostic steps and create reusable solutions for future incidents Ability to work as part of a team and focus on customers and solving their issues Be available to perform weekend shift duties on a rotational schedule when needed Contribute to regional or global initiatives or projects 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 you will bring? 5+ years of relevant professional experience in a technical support, systems engineering, or software maintenance role. Professional experience with configuring and troubleshooting OpenShift with all of its components such as logging, monitoring, networking, storage and Service Mesh Professional experience with container related technologies like docker, podman, LXC, cri-o, runc Experience with Linux Kernel Experience handling technical issues when escalated Experience with automation tools or scripting languages like Ansible, Bash, or Python Professional experience with networking technology through server, switch, or appliance configuration, key networking protocols, tunneling technologies, switching, and routing Proficient in Linux operation and administration Passion for problem-solving and investigation of the most complex customer and technical problems Good written and verbal communication skills in English Following is considered a plus: Experience with OpenShift clusters in Baremetal is a plus Having any of the following Red Hat Certifications is a plus: Red Hat Certified Engineer (RHCE), Containers & Kubernetes (DO180)/Operating a Production Kubernetes Cluster (DO280), Scaling Kubernetes Deployments in the Enterprise (DO380) Experience with Ceph storage and virtualization - Hands-on experience with Python and scripting languages, like Perl and bash Strong networking knowledge; networking security is a plus Experience with 5G is a plus 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 i