Software Maintenance Engineer - OpenShift

• Provide technical support to Red Hat OpenShift enterprise customers
• Work with Red Hat OpenShift enterprise customers across the globe on a 24x7 basis that requires one to work in different shifts.
• Resolve complex customer problems within Red Hat OpenShift and related components.
• Demonstrate proficiency in utilizing LLMs (e.g., Google Gemini), as relevant, for tasks such as brainstorming solutions, deep research, summarizing technical documentation, drafting communications, summarizing complex technical information, and enhancing problem-solving efficiency across the development lifecycle.
• Explore and experiment with emerging AI technologies relevant to Open-source & OpenShift, proactively identifying opportunities to incorporate new AI capabilities into existing workflows and tooling.
• Identify regressions by bridging the gap between upstream development and customer-reported issues, delivering permanent code corrections that eliminate recurring defects.
• Use available tools to investigate and troubleshoot technical issues
• Record customer interactions to include investigation, troubleshooting, & the resolution of issues
• Work closely with Red Hat's production support engineers, technical account managers and development engineering
• Demonstrate considerable judgment in selecting methods and techniques for obtaining solutions
• Manage workload to ensure that all customer issues are timely handled and driven to resolution
• Assist in the development of comprehensive and reusable self-service solutions for future incidents

What will you bring?

• Engineer or other directly related experience in an enterprise environment.
• Linux operating system installation, configuration, upgrades, and maintenance experience a plus
• Strong troubleshooting skills
• A solid understanding of hardware and computer architecture, OpenShift Components, Kubernetes.
• Confident in Linux system, network configuration, and storage solutions/management
• Familiarity in Cloud services (Azure, GCP, AWS etc)
• Experience with Enterprise Management System (Large distributed systems)
• Commitment to providing the best experience possible for Red Hat customers by adopting a customer first mindset.
• Prompt Engineering for Support: Proven ability to craft structured, iterative prompts to extract root-cause analysis from complex technical data.
• Context Injection: Experience providing LLMs with relevant logs, error traces, and documentation snippets to generate accurate, context-aware resolutions.
• Validation & Fact-Checking: A disciplined approach to "human-in-the-loop" verificationvetting AI-generated code or solutions for "hallucinations" and security vulnerabilities before implementation.
• BSc or higher in Computer Science or other technical discipline or equivalent work experience.