The Red Hat Experience Engineering (XE) team is looking for a Senior Software Maintenance Engineer with a background in Virtualization and Storage systems to join us in EMEA. In this role you will work with Red Hat Virtualization as well as OpenShift Virtualization, our virtualization solution based on Kubernetes / Kubevirt, delivering an outstanding customer support experience by providing technical support and sustaining engineering services to enterprise subscription customers.
In this role, you will provide high-level technical support and sustaining engineering services to dedicated enterprise customer accounts to help them maximize uptime and reduce IT costs. You’ll work closely with customers, developers, and architects while also collaborating with Red Hat engineers to solve complex and challenging technical issues. You’ll partner closely with development engineering teams and work alongside some of the brightest developers in the open source community. As a Senior Software Maintenance Engineer, you will also partner with Red Hat’s key strategic partners to jointly solve multi-vendor customer issues.

What you will do:

• Ensure that customers get the maximum value from and easily use our products and subscriptions
• Support customers by responding within the designated service-level agreement to inquiries
• Investigate and troubleshoot issues and developing solutions for our customers while understanding their business needs
• Exceed customer expectations by providing outstanding customer service and provide regular updates to ensure they are satisfied with our support service
• Collaborate with engineers and developers to develop creative solutions for customers, including product fixes
• 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
• Be available to perform weekend day shift duties on a rotational schedule when needed

What you will bring:

• Excellent understanding of Linux, system administration experience is greatly preferred
• Familiarity with Red Hat Virtualization (RHV) / Ovirt, VMware, VSphere, KVM and/or other Virtualization Technologies
• Familiarity with enterprise storage systems
• 3+ years experience as a support, sustaining, or development engineer or other directly related experience within an enterprise environment
• Strong communication skills, specifically the ability to communicate clearly and effectively in English with customers that have various levels of technical expertise
• First-rate customer service skills; prior help desk experience or customer-focused experience is preferred
• Ability to multitask, prioritize, and work well under pressure
• Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation
• Ability to understand code and identify root causes within it
• Familiarity with some or all of the following: Python, Java, Go, Bash
• Ability to work in a fast-paced, dynamic environment.

Following is considered a plus:

• Knowledge of installation, networking, firewall, security, clustering, web servers, and databases using Linux
• Experience with architectures other than x86_64
• Expertise in containerization or Kubernetes, oc kubectl command knowledge
• Knowledge of Openshift technologies
• Understanding of storage systems such as ODF (Open Data Foundation), familiarity with Fiber Channel, ISCSI and NFS.
• Understanding of libvirt and qemu functionality.
• Familiarity with OpenShift Container Native Virtualization
• Some previous software scripting or programming experience
• Bachelor’s degree or equivalent experience within the enterprise IT sector
• A Red Hat Certified Engineer (RHCE) certification

LI-MP1

About Red Hat
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• Ensure that customers get the maximum value from and easily use our products and subscriptions
• Support customers by responding within the designated service-level agreement to inquiries
• Investigate and troubleshoot issues and developing solutions for our customers while understanding their business needs
• Exceed customer expectations by providing outstanding customer service and provide regular updates to ensure they are satisfied with our support service
• Collaborate with engineers and developers to develop creative solutions for customers, including product fixes
• 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
• Be available to perform weekend day shift duties on a rotational schedule when neede