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 enterprise storage 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. Many of your customers will be other engineers, so developing your technical skills will be important. As a Software Maintenance Engineer you will actively interact with the product engineering teams, contributing to improvements of Red Hat products.

What you will do

• Ensure that customers get the maximum value from and easily use our offerings and subscriptions
• Support customers by responding within the designated service-level agreement (SLA) period to incoming tickets about our technologies
• Investigate and troubleshoot issues and develop solutions for our customers while understanding their business needs
• Exceed customer expectations by providing outstanding customer service
• Proactively update our customers and ensure they are satisfied with our support service
• Cooperate with other engineers and developers to develop creative solutions for our customers, including fixes for our offerings
• Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat's knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
• Manage customer cases and maintain clear and concise case documentation
• Participate in case review conference calls with customers when needed
• Contribute to improvements of Red Hat products you support

What you will bring

• Outstanding understanding of the current Linux kernel internals, with emphasis on filesystem and/or storage subsystem
• Strong experience in one or more of the following technology areas as a software engineer, developer or in depth troubleshooting analyst: 
• Common local and network Linux file systems (ext2/3/4, XFS, nfs, cifs, etc.)
• Storage area networks, storage virtualisation and fiber channel attached storage (inc. iSCSI/FCoE) is a plus
• Redundant storage systems (RAID, multipath I/O, distributed storage) is a plus
• Troubleshooting and debugging in distributed and multithreaded environments
• Development experience with C and familiarity with established open source methodologies
• Understanding of hardware architecture (x86/x86_64 is required, others are beneficial)
• Fluent verbal communication in English
• Prior Red Hat certification, e.g., Red Hat Certified System Administrator (RHCSA) is a plus
• Scripting or programming experience in languages like Bash, C, or Python 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 HatRed 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.

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