The Red Hat Enhanced Solution Support (ESS) team is looking for an OpenStack Software Maintenance Engineer to join us in India. In this role, you will troubleshoot and resolve customer technical issues through a web portal and over the phone to provide production technical support for hybrid cloud solutions, mainly Red Hat OpenStack Platform. You will also partner closely with the development team and Red Hat's key strategic cloud partners to jointly solve multi-vendor customer issues. This is a great chance to join one of the fastest growing enterprise software and services companies and work alongside some of the most talented engineers in the open source world.
What you will do:
- Provide technical support to Red Hat's enterprise customers, mainly for the Red Hat OpenStack platform, via web portal and phone
- Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues
- Maintain a commitment to providing a premium experience for Red Hat's customers
- Consult and develop relationships with in house engineers and developers to promote creative solutions and improve customer satisfaction
- Comfortable with successfully working large numbers of complex cases and complex bugs according to the defined processes and quality guidelines. Contributes to architectural and analysis / design processes as well as imparts knowledge in support cases
- Proactively searches for coaching/mentoring opportunities with open cycles and can prioritize appropriately.
- Engaging with developers and Product Management, provide input for product planning and assessments of product GA readiness.
- Maintain a well-balanced combination of case work, code work and self-study.
- Commitment to maintain the Red Hat Service Level Agreement.
- Able to locate upstream bug reports related to a current issue and discuss it with developers.
- Develop and propose minor bug fixes to the community and get them merged.
- Provide Hotfix packages to the cu
📌 Software Maintenance Engineer (Pune)
🏢 Red Hat
📍 Pune
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