Software Maintenance Engineer - RHEL System Management (Waterford Office, Ireland)

Red Hat is seeking a strong Linux engineering resource to join its worldwide support organization. Come join one of the fastest growing enterprise software and services companies and the leader of open source software. This opportunity is a tremendous chance to become part of a fast-paced, leading edge company that is changing the way software is developed, sold and supported.

Red Hat's Global Support Services organization is dedicated to resolving the issues of our enterprise customers quickly and effectively. The Global Support Engineering Group provides high-level technical support and sustaining engineering services designed to maximize up-time and reduce IT costs.

Our Software Maintenance Engineers maintain close working relationships with our customer's top developers and architects and assist our front-line support engineers with the most complex and challenging issues. Daily contact with our R&D team allows one to regularly work alongside some of the best open source developers on the planet.

The Software Maintenance Engineer is responsible for working with minimal supervision to prioritize assigned work and resolve routine to semi-routine issues with limited complexity. This role exercises judgment to support software maintenance efforts and collaborates with global teams to ensure consistent software updates and patches. The role supports critical software maintenance tasks while developing proficiency in troubleshooting and debugging.

What you will do

• Provide technical support to Red Hat enterprise customers
• Work with Red Hat enterprise customers across the globe that may require one to work on weekends periodically
• Resolve complex customer problems within Red Hat Satellite and other system management products
• 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
• Exercise sensible judgement in selecting methods and techniques for obtaining solutions
• Manage workload to ensure that all customer issues are handled and driven to resolution in a timely fashion
• Analyze upstream development against current customer reported product defects and develop patches to resolve issues
• Assist in the development of comprehensive and reusable self-service solutions for future incidents
• Share and improve knowledge content for product technologies
• Understand, develop, promote good practices for long-term solutions

What you will bring

• A minimum of 5 years experience as a support, sustaining or development engineer or other directly related experience in an enterprise environment
• Thorough understanding of high-level web application concepts and architecture, and knowledge of major frameworks
• Strong troubleshooting mindset, creative problem-solver, capable of self-direction and effective time management
• Passionate about both technology and customers, committed to providing the best experience possible for Red Hat customers
• Highly motivated self-learner and team player, constantly improving/adapting on the fly and contributing to the team
• Good understanding of system management portfolio an advantage - includes familiarity of administering Linux systems, mass installation, upgrades, configuration management, patch management & maintenance
• Experience in any configuration management solutions & automated deployments using Katello, Foreman, Puppet, Chef, CFEngine, Spacewalk or similar tools is helpful
• Exposure to setting-up and maintaining databases such as Postgres will be an added advantage
• A track record of solving complex problems efficiently, and ability to read & write code especially using Ruby, Rails, Angular Js, Python, and/or Java.
• Understanding of REST / Experience building RESTful APIs is helpful
• Experience in using Git and Github is a bonus
• Upstream involvement in open-source projects (patches submitted for upstream inclusion) a plus, but not required

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.

Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

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