Software Maintenance Engineer (Technical Support, OpenShift and OpenStack, Mandarin)

The Red Hat Enhanced Solution Support (ESS) team is looking for an OpenShift Software Maintenance Engineer to join us in Australia. In this role, you will troubleshoot and resolve customer technical issues through a web portal and over the phone to provide production technical support for hybrid cloud solutions, mainly Red Hat OpenShift Platform. You will also partner closely with the Development team and Red Hat's key strategic cloud partners to jointly solve multi-vendor customer issues. This is a great opportunity to join one of the fastest growing enterprise software and services companies and work alongside some of the most talented engineers in the open source world.

What you will do

• Provide technical support to Red Hat's enterprise customers mainly for Red Hat Enhanced Solution, via web portal and phone.

• Work with Global and Region specific [Chinese / Mandarin] Enhanced Solution Support customers . 

• Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues

• Maintain a commitment to providing a premium experience for Red Hat's customers

• Consult and develop relationships with in house engineers and developers to promote creative solutions and improve customer satisfaction

• Comfortable with successfully working large numbers of complex cases and complex bugs according to the defined processes and quality guidelines. Contributes to architectural and analysis / design processes as well as impart knowledge in support cases

• Proactively searches for coaching/mentoring opportunities with open cycles and is able to prioritize appropriately.

• Assisting junior team members in prioritizing their workload.

• Engaging with Developers and Product Management, provide input for product planning and assessments of product GA readiness.

• Maintain a well-balanced combination of case work, code work and self-study.

• Commitment to maintain the Red Hat Service Level Agreement. 

• Able to locate upstream bug reports related to a current issue and discuss it with Developers.

• Develop and propose minor bug fixes to the community and get them merged.

• Provide Hotfix packages to the customers encountering significant business impact.

What you will bring

• Bachelor's or higher degree in a technical field, preferably in engineering or computer science or relative industry experience.

• Excellent written and verbal communication skills in English. Ability to communicate clearly and concisely to customers with various levels of technical experience.

• Excellent written and verbal communication in Mandarin. 

• 5+ years experience with Unix/Linux system administration along with strong networking knowledge.

• Outstanding debugging, troubleshooting and analytical skills.

• Proven Experience with any Virtualization technology, preferably OpenShift / Kubernetes.

• Python and Go programming experience and upstream involvement in open source projects and patches submitted for upstream inclusion

• Experience in use of source management and build tools.

• Can explain a problem clearly to not only our developers but also to the upstream community.

• Knowledge on container-driven solutions

Experience with the following are considered a plus

• Open Source contributions to any upstream Kubernetes related  project

• Experience with feature implementation workflow in upstream development.

• Experience with downstream workflow to pull fixes from upstream.

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About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)
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