About the Job

The Red Hat Global Support Services team is looking for a highly skilled Software Maintenance Engineer with excellent technical and customer service skills. In this role, you'll become an expert on Red Hat technologies, including Red Hat Enterprise Linux (RHEL) and our storage and cloud solutions, and you will provide technical support for our enterprise customers both online and over the phone. As a Software Maintenance Engineer, you will be responsible for performing advanced investigation and troubleshooting to resolve complex customer issues quickly and effectively. The customers you'll interact with are often other engineers, so we'll need you to develop your technical skills by becoming a Red Hat Certified Engineer (RHCE) and getting up to speed with our system.

What you will do

• Provide technical support to Red Hat enterprise customers

• Work with Red Hat enterprise customers across the globe on 24x7 basis that requires one to work in different shifts periodically

• Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues

• Exceed customer expectations by providing outstanding customer service

• Demonstrate proficiency in utilizing LLMs (e.g., Google Gemini), as relevant, for tasks such as brainstorming solutions, deep research, summarizing technical documentation, drafting communications, summarizing complex technical information, and enhancing problem-solving efficiency across the development lifecycle.

• Consult and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction

• Contribute to the global Red Hat knowledge management system while working on customer issues

• Use available tools to investigate and troubleshoot technical issues

• Record customer interactions to include investigation, troubleshooting, & the resolution of issues

• Work closely with Red Hat's production support engineers, technical account managers and development engineering

• Manage workload to ensure that all customer issues are timely handled and driven to resolution

• Demonstrate proficiency in utilizing LLMs (e.g., Google Gemini), as relevant, for tasks such as brainstorming solutions, deep research, summarizing technical documentation, drafting communications, summarizing complex technical information, and enhancing problem-solving efficiency across the development lifecycle.

• Collaborate with cross-functional teams to identify opportunities for AI integration within the software development lifecycle, driving continuous improvement and innovation in engineering practices; share use cases for successful experiments with stakeholders for broader use.

What you will bring

• A minimum of 3+ years experience as a support engineer or other directly related experience in an enterprise environment

• Linux operating system installation, configuration, upgrades, and maintenance experience

• Solid understanding of networking configuration (IP configuration, interface bonding, routing, firewalls, etc.)

• Strong troubleshooting skills

• Thorough understanding of all base packages included in the RHEL distribution

• Thorough understanding of security mechanisms such as SELinux and iptables

• Thorough understanding of authentication mechanisms including local files, NIS, LDAP, and Kerberos

• Working know-how level experience with C, and familiarity with developing and applying patches

• Ability to create and implement test plans for software maintenance.

• Experience writing scripts using Bash, Python, and/or Perl to troubleshoot and correct Linux issues

• Excellent troubleshooting skills, and a passion for problem solving and investigation

• Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus.

#LI-EK1

The salary range for this position is $84,400.00 - $134,970.00. Actual offer will be based on your qualifications.

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience. 

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.

Benefits
●    Comprehensive medical, dental, and vision coverage
●    Flexible Spending Account - healthcare and dependent care
●    Health Savings Account - high deductible medical plan
●    Retirement 401(k) with employer match
●    Paid time off and holidays
●    Paid parental leave plans for all new parents
●    Leave benefits including disability, paid family medical leave, and paid military leave
●    Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more! 

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States. 

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 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.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email [email protected]. General inquiries, such as those regarding the status of a job application, will not receive a reply.