Principal Software Maintenance Engineer - OpenShift

• Deliver high-tier technical solutions for Red Hat OpenShift enterprise environments, ensuring the stability and scalability of mission-critical deployments.
• Orchestrate Global Support Operations within a 24x7 follow-the-sun model, maintaining seamless service continuity and excellence across diverse time zones and shifts.
• Mitigate Complex System Failures by deep-diving into OpenShift core components and integrated microservices to resolve high-stakes architectural bottlenecks.
• Collaborate Cross-Functionally with Production Support, Technical Account Managers (TAMs), and Engineering teams to align customer feedback with product roadmaps.
• Leverage Advanced Generative AI & LLMs (e.g., Google Gemini) to accelerate the support lifecycle through sophisticated prompt engineering, multi-dimensional research, and the synthesis of complex technical documentation into actionable intelligence.
• Pioneer AI-Integrated Workflows by proactively experimenting with emerging AI technologies to optimize OpenShift troubleshooting frameworks and internal tooling.
• Drive Problem-Solving Efficiency by utilizing AI to deconstruct intricate technical data, draft high-precision stakeholder communications, and brainstorm novel solutions for unprecedented edge cases.
• Strategic Execution & Documentation
• Exercise Expert Judgment in selecting and refining methodologies for incident resolution, balancing immediate mitigation with long-term system integrity.
• Curate Knowledge Base by documenting comprehensive root-cause analyses and technical investigations to serve as a gold standard for global support.
• Engineer Self-Service Ecosystems by developing reusable, automated diagnostic tools and self-healing solutions to preemptively resolve future incidents.
• Manage High-Pressure Workloads with a focus on prioritizing critical path issues, ensuring all enterprise-level engagements are driven to a timely and successful resolution.

What will you bring?