Software Maintenance Engineer – Technical Support, OpenShift, OpenStack, Mandarin

This is a fully remote position, open to applicants in Australia.

📋 Description

• Deliver technical assistance to Red Hat's enterprise clients primarily for Red Hat Enhanced Solution, through web portal and phone support.

• Collaborate with Global and region-specific [Chinese / Mandarin] Enhanced Solution Support customers.

• Identify issues, troubleshoot customer problems, and devise solutions to technical challenges.

• Uphold a commitment to delivering a premium experience for Red Hat's clientele.

• Consult and build relationships with in-house engineers and developers to foster innovative solutions and enhance customer satisfaction.

• Capable of effectively managing a significant volume of complex cases and intricate bugs following defined processes and quality standards.

• Contribute to architectural and analytical/design processes while sharing knowledge in support cases.

• Actively seek coaching and mentoring opportunities during open cycles and prioritize tasks effectively.

• Assist junior team members in organizing their workload.

• Collaborate with Developers and Product Management to provide insights for product planning and evaluate product GA readiness.

• Maintain a well-rounded mix of case work, coding tasks, and self-education.

• Dedication to upholding the Red Hat Service Level Agreement.

• Capable of locating upstream bug reports related to current issues and discussing them with Developers.

• Develop and suggest minor bug fixes to the community and facilitate their integration.

• Supply Hotfix packages to customers facing significant business impacts.

⛳️ Requirements

• Bachelor’s degree or higher in a technical discipline, ideally in engineering or computer science, or relevant industry experience.

• Exceptional written and verbal communication skills in English.

• Proficient written and verbal communication skills in Mandarin.

• Over 5 years of experience in Unix/Linux system administration with strong networking expertise.

• Exceptional debugging, troubleshooting, and analytical abilities.

• Proven experience with any virtualization technology, preferably OpenShift / Kubernetes.

• Experience in Python and Go programming, along with participation in upstream open-source projects and contributions submitted for upstream inclusion.

• Familiarity with source management and build tools.

🏝️ Benefits

• Flexible work arrangements

• Professional development opportunities