Red Hat Software Maintenance Engineer - Storage, Western U.S. in Remote, United States

Company description

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.

Job summary

Help us resolve the issues of our enterprise customers both quickly and effectively. The Red Hat Customer Experience and Engagement (CEE) team is looking for a Linux sustaining engineer to join us as a Software Maintenance Engineer in the Western United States. In this role, you will provide high-level technical support and sustaining engineering services designed to maximize uptime and reduce IT costs. You'll maintain close working relationships with our customers' top developers, architects, and administrators, in addition to assisting our front-line support engineers with the most complex and challenging issues. As a Software Maintenance Engineer, you will be in daily contact with our R&D team, allowing you to regularly work alongside some of the best open source developers. This is a great opportunity to join a fast-paced, innovative company that is changing the way software is developed, sold, and supported. Successful applicants must reside in a state where Red Hat is registered to do business.

Primary job responsibilities

  • Ensure that customers can get maximum value from and easily use our offerings and subscription

  • Resolve complex customer problems within Red Hat Enterprise Linux (RHEL), specifically within the storage space

  • Collaborate and mentor junior level associates daily

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

  • Analyze upstream development against customer-reported defects and develop patches to resolve the issues

  • Use available tools to investigate and troubleshoot technical issues

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

  • Demonstrate considerable judgement in selecting methods and techniques for obtaining solutions

  • Manage workload to ensure that all customer issues are handled in a timely manner and guided to resolution

  • Assist in the development of comprehensive and reusable self-service solutions for future incidents

Required skills

  • 8+ years of experience in the storage industry using Linux

  • Familiarity with Linux kernel patch process and experience using Git

  • Low-level storage driver debugging experience

  • Ability to read and write C language code

  • Excellent collaboration, interpersonal, and customer service skills

  • Ability to communicate effectively and proactively with remote peers in real time

  • Passion for open source technologies; previous experience with open source communities and having patches submitted for upstream inclusion is a plus

  • Solid troubleshooting skills; creative problem-solver capable of working without direct supervision

  • Commitment to providing the best experience possible for Red Hat’s customers

  • Bachelor's degree or higher in computer science or other technical discipline, or equivalent work experience

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, uniformed services, 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 62270

Category Technical Support