RedHat Senior Software Maintenance Engineer - OpenStack in Remote, United Kingdom
At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
The Red Hat Customer Experience and Engagement (CEE) team is looking for a highly skilled Senior Software Maintenance Engineer to join us in Brno, Czech Republic. In this role, you will provide an excellent customer support experience to our enterprise subscription customers who use Red Hat OpenStack Platform. Unlike most software companies, we don't sell software licenses or break-fix pay-per-incident support, but instead subscriptions that include an unlimited number of support incidents, product documentation, security patches and updates, and upgrades to the newest versions of our software. As a Senior Software Maintenance Engineer, you will help us continually prove our value to our customers as you troubleshoot and resolve their technical issues over the phone and online, as well as help improve our offerings via an interaction with our engineering team. You'll become an expert in one or more Red Hat’s offerings like Red Hat OpenStack Platform and storage technologies. Many of your customers will be other engineers on the side of our enterprise customers.
Primary job responsibilities
Ensure that customers get maximum value from and can easily use our Red Hat OpenStack Platform offerings and subscriptions
Support customers by responding within the designated service-level agreement (SLA) period to incoming requests and by cooperating on cases owned by other associates and teams
Investigate, troubleshoot, and debug issues; learn to understand customer business needs, suggest code patches for found bugs, and develop solutions for our customers
Exceed customer expectations by providing outstanding customer service
Proactively update our customers and ensure that 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, and propose usability and supportability improvements
Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
Experience with the Red Hat OpenStack Platform administration, deployment, and support or development
Fundamental understanding of the Red Hat OpenStack Platform architecture and administration experience across all working components
Advanced troubleshooting and debugging skills with a passion for problem investigation and solving
Demonstrated top-grade customer service experience or prior technical support experience; desire to go above and beyond in assisting customers
Ability and willingness to deal with quickly changing environment and portfolio of offerings
Proven ability and willingness to learn new open source technologies
Excellent reading and writing skills in English; fluent spoken English
Network functions virtualization (NFV) and software-defined networking (SDN) skills and experience are a big plus
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.
Job ID 72320
Category Technical Support