The Red Hat Global Support Delivery team is looking for a highly skilled Software Maintenance Engineer to join us in Brisbane, Australia. In this role, you will provide an excellent customer support experience for our enterprise subscription customers. You’ll help us continually prove our value to our customers as you resolve their technical issues over the phone and online. As a Software Maintenance Engineer, you will become an expert in Red Hat’s technologies like Red Hat Enterprise Linux (RHEL). Many of your customers will be other engineers, so you’ll need to develop your technical skills and clear the Red Hat certifications applicable for the offerings in which you specialize, e.g., the Red Hat Certified Engineer (RHCE) exam.
**Primary job responsibilities**
+ Resolve complex customer problems within Red Hat Enterprise Linux (RHEL)
+ Use available tools to investigate and fix technical issues
+ Record customer interactions including investigation, troubleshooting, and the resolution of issues
+ Work closely with Red Hat’s production support engineers, technical account managers, and development engineers
+ Demonstrate good judgement in selecting methods and techniques for obtaining solutions
+ Manage workload to ensure that all customer issues are handled in a timely manner and are resolved
+ Analyze upstream development against current customer-reported defects; develop patches to resolve issues
+ Assist in the development of comprehensive and reusable self-service solutions for future incidents
+ Deep understanding of system management portfolios, including familiarity with administering Microsoft Windows and Linux systems, mass installation, upgrades, configuration management, patch management, and maintenance
+ Record of solving complex problems efficiently; ability to write code using Ruby, Python, Java, or PHP
+ Proven troubleshooting skills; creative problem-solver capable of working under minimal supervision
+ Committed 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
+ Excellent written and verbal communication skills in English; fluency in additional languages is a plus
+ Red Hat Certified Engineer (RHCE) or other Linux certification is a big plus
The following are considered a plus:
+ Understanding of cloud technologies like Amazon EC2, Microsoft Azure, Red Hat OpenStack Platform, Infrastructure-as-a-Service (IaaS), or Platform-as-a-Service (PAAS) experience
+ Familiarity with setting up and maintaining databases using MySQL, PostgreSQL, MongoDB, etc.
+ Upstream involvement in open source projects like patches submitted for upstream inclusion
**About Red Hat**
Red Hat (https://www.redhat.com/) is the world’s leading provider of enterpriseopen source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
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.
**Posting Location : Location** _AU-Brisbane_
**Posting date** _3 weeks ago_ _(8/26/2021 5:58 AM)_
**_Job ID_** _88535_
**_Workday ID_** _R-014329_
**_Category_** _Technical Support_