Software Maintenance Engineer (RHEL)

The Red Hat Global Support Services team is looking for a highly skilled Software Maintenance Engineer with excellent technical and customer service skills to join us in Pune, India. In this role, you'll become an expert on Red Hat technologies, including Red Hat Enterprise Linux (RHEL) and our storage and cloud solutions, and you will provide technical support for our enterprise customers both online and over the phone. As a Software Maintenance Engineer, you will be responsible for performing advanced investigation and troubleshooting to resolve complex customer issues quickly and effectively. The customers you'll interact with are often other engineers, so we'll need you to develop your technical skills by becoming a Red Hat Certified Engineer (RHCE) and getting up to speed with our system.

What you will do?

• Provide technical support to Red Hat enterprise customers
• Work with Red Hat enterprise customers across the globe on 24x7 basis that requires one to work in different shifts periodically
• Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues
• Exceed customer expectations by providing outstanding customer service
• 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.
• Consult and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction
• Contribute to the global Red Hat knowledge management system while working on customer issues
• 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
• Manage workload to ensure that all customer issues are timely handled and driven to resolution

What you will bring?