Senior Software Maintenance Engineer (technical Support, Linux, Kubernetes, Prefer Spoken English)

Senior Technical Support Engineer With Linux Networking Experience

The Red Hat Customer Experience and Engagement (CEE) team is looking for an experienced Senior Technical Support Engineer with Linux networking experience to join us. In this role, you will build on your expertise with Red Hat technologies, namely Red Hat Enterprise Linux (RHEL) running on hybrid cloud, while providing outstanding technical support to our customers. You'll work closely with our developer and quality engineering (QE) teams to incorporate customer feedback and make Red Hat Enterprise Linux (RHEL) an even better product. The customers you'll interact with are often last level technical contacts on the customer's side, like system administrators, architects, and solution engineers.

You will be a part of the unique Red Hat culture, enriched with various principles and initiatives, such as Open Management Practices, Open Decision Framework, and diversity and inclusion. With the freedom to showcase your leadership skills at any time, you will have the option to bring innovative solutions to complex problems. You will get the opportunity to be a part of several Recognition programs to reward and celebrate yours and others' success. This job is a very important centerpiece between our customers and developer teams and is essential to perfect our product quality and customer experience. Successful applicants must reside in a country where Red Hat is registered to do business.

What You Will Do

• Own the resolution of customer issues from initial contact through complete customer satisfaction
• Exceed customer expectations by providing premium and professional customer service
• Demonstrate efficient problem-solving techniques and resolve complex, critical, and sensitive support issues
• Contribute to the global Red Hat knowledge management system while working on customer issues
• Consult and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction
• Serve as a technical point of contact and subject matter expert for a technology of your choice within the Red Hat Enterprise Linux (RHEL) domain
• Advocate for customer requests and offer innovative ideas to improve the quality of our offerings
• Manage assigned offerings and components by prioritizing open issues for development
• Be available occasionally to be on call after office hours and on weekends

What You Will Bring

• Experience with production support
• Bachelor's degree or higher in computer science or a related technical field
• Native or business-level language skills in Japanese
• 5+ years of Linux or UNIX experience in the enterprise sector; excellent administration skills
• Thorough knowledge of Linux, such as service management, networking, filesystem, and memory management
• Excellent troubleshooting skills and passion for problem-solving and investigation
• Ability to work with conflicting priorities, take initiative, and maintain a focus on customers
• Ability to communicate clearly and concisely to customers with various levels of technical experience
• Good written and verbal language skills in English
• Red Hat Certified Engineer (RHCE) certification or a comparable combination of experience and qualifications are a plus
• Experience with storage, filesystem, and Linux kernel is a big plus