Software Engineer

We seek a Software Engineer to lead knowledge-centered support and data reporting efforts within the PLM organization. This role combines expertise in end-user support, knowledge management, and data pipeline management to drive self-service solutions and deliver critical business insights. You will work closely with end users to understand their needs, troubleshoot issues, and build a knowledge base powered by AI and other technologies to enhance self-service support. Additionally, you will manage and optimize data pipelines, ensuring reliable, consistent, and actionable data for reporting purposes.

What will you do:

• Design, enhance, and maintain the support project queue, ensuring end users receive exceptional assistance while transitioning toward scalable self-service solutions.

• Implement and manage integrations using REST APIs and other technologies, ensuring seamless data availability across platforms for self-service and reporting.

• Troubleshoot user issues, providing expert guidance and solutions to achieve desired outcomes.

• Collaborate with knowledge management experts to develop self-service tools, including AI-powered chatbots and suggestive knowledge articles.

• Model and maintain data structures within various applications to ensure stable and efficient data pipelines.

• Work with reporting tools like EazyBI, Tableau, and Snowflake to meet end-user data needs.

• Deliver clean, efficient, and maintainable solutions, adhering to industry best practices.

• Stay updated with industry trends and tools, leveraging them to enhance our systems and processes.

What will you bring:

• 1-3 years of experience in end-user support and knowledge management.

• Hands-on experience with Atlassian tools, including Jira and Confluence.

• Familiarity with REST APIs and their practical applications.

• Strong knowledge of knowledge management and data technologies.

• Platform experience : Experience in Jira administration, including workflows, custom fields, and permissions.

• Strong troubleshooting and problem-solving skills.

• Ability to work collaboratively in fast-paced agile environments as well as independently.

• Excellent communication skills for engaging with cross-functional teams and translating business requirements into technical solutions.

• Proven ability to deliver high-quality work on time.

Following are a plus:

• Experience with knowledge management and data analysis in a support-focused role.

• Experience working with dispersed or remote teams.

• Contributions to open-source projects (a plus, but not required).

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

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.

Diversity, Equity & Inclusion at Red Hat
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