Senior Software Maintenance Engineer- Openshift/Kubernetes

As a Software Maintenance Engineer at Red Hat, Customer Experience and Engineering group, your role will be crucial in ensuring customers maintain their OpenShift environments and receive top-notch support services. You will serve as a trusted partner to customers, collaborating with their support teams to troubleshoot complex issues and provide technical assistance. Here's what you'll be doing: - Act as the direct contact and adviser for customer inquiries about Red Hat OpenShift via ticketing tool, phone, and remote access tools - Deliver exceptional customer experience by using professional communication and deep troubleshooting to resolve issues within designated SLAs - Quickly analyze issues, identify problem areas, and communicate corrective actions to customers - Collaborate with support engineers, internal teams, and external parties during the problem resolution process - Document diagnostic steps and create reusable solutions for future incidents - Work as part of a team, focus on customers, and be available for weekend shift duties on a rotational schedule - Contribute to regional or global initiatives or projects - Share knowledge gained from troubleshooting by contributing to the Red Hat knowledge management system To be successful in this role, you should bring: - 5+ years of relevant professional experience in technical support, systems engineering, or software maintenance - Professional experience with OpenShift or Kubernetes, container technologies, Linux Kernel, and automation tools/scripting languages - Proficiency in Linux operation and administration - Passion for problem-solving and investigation of complex technical problems - Good written and verbal communication skills in English Additional qualifications that are considered a plus include experience with OpenShift clusters in Baremetal, Red Hat Certifications, Ceph storage, virtualization, Python scripting, networking security, and 5G technology. As a Software Maintenance Engineer at Red Hat, Customer Experience and Engineering group, your role will be crucial in ensuring customers maintain their OpenShift environments and receive top-notch support services. You will serve as a trusted partner to customers, collaborating with their support teams to troubleshoot complex issues and provide technical assistance. Here's what you'll be doing: - Act as the direct contact and adviser for customer inquiries about Red Hat OpenShift via ticketing tool, phone, and remote access tools - Deliver exceptional customer experience by using professional communication and deep troubleshooting to resolve issues within designated SLAs - Quickly analyze issues, identify problem areas, and communicate corrective actions to customers - Collaborate with support engineers, internal teams, and external parties during the problem resolution process - Document diagnostic steps and create reusable solutions for future incidents - Work as part of a team, focus on customers, and be available for weekend shift duties on a rotational schedule - Contribute to regional or global initiatives or projects - Share knowledge gained from troubleshooting by contributing to the Red Hat knowledge management system To be successful in this role, you should bring: - 5+ years of relevant professional experience in technical support, systems engineering, or software maintenance - Professional experience with OpenShift or Kubernetes, container technologies, Linux Kernel, and automation tools/scripting languages - Proficiency in Linux operation and administration - Passion for problem-solving and investigation of complex technical problems - Good written and verbal communication skills in English Additional qualifications that are considered a plus include experience with OpenShift clusters in Baremetal, Red Hat Certifications, Ceph storage, virtualization, Python scripting, networking security, and 5G technology.