Senior Software Maintenance Engineer (RHEL)

About the Job:

The Red Hat Global Support Services team is looking for a highly skilled Senior Software Maintenance Engineer with excellent technical and customer service skills to join us in Pune, India. The role is focused on providing expert-level, advanced technical support for enterprise customers (online and phone) on Red Hat technologies, including Red Hat Enterprise Linux (RHEL), storage, and cloud solutions.Key responsibilities include in-depth investigation, reproduction, and high-level troubleshooting of complex, escalated customer issues, utilizing specialized tools and knowledge to resolve critical technical problems. A requirement to achieve Red Hat Certified Engineer (RHCE) certification is essential, demonstrating proficiency in managing and troubleshooting RHEL environments.

What you will do?

• Deliver high-tier technical solutions for Red Hat Enterprise Linux environments, ensuring the stability and scalability of mission-critical deployments.
• Work with Red Hat Enterprise customers across the globe on 24x7 basis that requires one to work in different shifts periodically
• 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.
• Contribute to the global Red Hat knowledge management system while working on customer issues
• Contribute to the global initiatives within the organisation that helps us drive the better customer experience.

What you will bring?

• 6+ years of Linux experience in the enterprise sector, with excellent administration skills
• Linux operating system installation, configuration, upgrades, and maintenance experience
• Solid understanding of networking configuration (IP configuration, interface bonding, routing, firewalls, etc.)
• Strong troubleshooting skills
• Strong understanding of all base packages included in the RHEL distribution
• Strong understanding of security mechanisms such as SELinux and iptables
• Strong understanding of authentication mechanisms including local files, NIS, LDAP, and Kerberos
• Working Knowledge experience with C, and familiarity with developing and applying patches
• Ability to create and implement test plans for software maintenance.
• Experience writing scripts using Bash, Python, and/or Perl to troubleshoot and correct Linux issues
• Excellent troubleshooting skills, and a passion for problem solving and investigation
• Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus
• Upstream involvement in open-source projects (patches submitted for upstream inclusion) a plus, but not required