The Red Hat Enhanced Solution Support is looking for a Software Maintenance Engineer with a solid background in Platform-as-a-Service (PaaS) technologies to join our Enhanced Support for Red Hat OpenShift team. In this role, you will be challenged in providing high-level technical support and sustaining engineering services to dedicated enterprise customer accounts to help maximize up-time and reduce IT costs. Support Delivery (SD) is Red Hat's customer facing support team. We provide high quality technical support to Red Hat customers around the globe across all Red Hat product lines, resolving issues quickly and efficiently. You’ll collaborate with our customers, top developers, architects, and operations teams to troubleshoot complex and challenging issues. You'll partner closely with development engineering teams and work alongside some of the brightest developers in the open source community. You will also work with Red Hat’s key strategic cloud partners to jointly solve multi-vendor customer issues. This position is a great opportunity to join one of the fastest growing enterprise software and services companies and the leader in open source software. What will you do? Act as the direct contact and adviser for customer inquiries about Red Hat OpenShift Container Platform through our Customer Portal as well as 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 Analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner Resolve and proactively address critical issues Collaborate with other support engineers and other 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 and focus on customers and fixing their issues Be available to perform weekend shift duties on a rotational schedule when needed Contribute to regional or global initiatives or projects if needed Mentor junior team members Ability to quickly learn new technologies What will you bring? Proficient in Linux operation and administration Professional experience with networking technology through server, switch, or appliance configuration, key networking protocols, tunneling technologies, switching, and routing Professional experience with configuring and troubleshooting OpenShift or Kubernetes with all of its components such as logging, monitoring, networking and storage Deep technical expertise in traditional Linux virtualization, specifically managing and troubleshooting KVM, QEMU, and libvirt Professional experience with container related technologies like docker, podman, LXC, cri-o, runc Experience handling technical issues when escalated Experience with automation tools or scripting languages like Ansible, Bash, or Python Passion for problem-solving and investigation of the most complex customer and technical problems Passion for open source Good written and verbal communication skills in English Following is considered a plus: Experience with OpenShift clusters in Baremetal Experience with OpeShift Virtualization 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), Red Hat Certified Specialist in OpenShift Virtualization (EX316). Experience planning and executing workload migrations using MTV (Migration Toolkit for Virtualization) or similar V2V/P2V migration tools Knowledge of linux kernel Experience with 5G is a plus #LI-NG1 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 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. 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