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 cloud 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. As a Software Maintenance Engineer, you will become an expert in one or more Red Hat's enterprise cloud offerings like Red Hat Ceph Storage and OpenShift Data Foundation. Many of your customers will be other engineers, so developing your technical skills will be important. Successful applicants must reside in Israel.

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
• Work with product engineering and product management on further improvements of storage products.
   

What you will bring

• Experience with Linux or UNIX system administration
• Solid technical knowledge of and practical experience working with Linux systems
• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
• Demonstrated first-rate customer service experience or prior technical support experience; desire to go above and beyond in assisting customers
• Fundamental understanding of cloud storage technologies and storage administration experience
• Ability to deal with rapid change and limited structure
• Proven ability and willingness to learn new open source technologies
• Commitment to providing the best experience possible for Red Hat's customers
• Fluent verbal language skills in English
• The following are considered a plus:
• Prior Red Hat certification, e.g RHCSA or RHCE
• Scripting or programming experience in languages like Bash, C, or Python
• Previous experience with Red Hat Ceph Storage, Red Hat Data Foundation and OpenShift

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.

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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