The Red Hat, Customer Experience and Engineering group is looking for a skilled and experienced SW Maintenance Engineer to join our enhanced support team and assist our customers to maintain OpenShift environments and to provide a world class customer experience.
Red Hat's technical support engineering is a customer facing support organization that provides high quality technical support to customers around the globe across all Red Hat product lines and is dedicated to resolving issues quickly and efficiently.
As a Software Maintenance Engineer, you will provide an significant level of technical assistance to ensure that our highly-valued customers get the most out of the product. This position extends well beyond product support as you will take on the role of trusted partner to our customers. You will regularly collaborate with the customer's support teams to troubleshoot complex and challenging issues and join troubleshooting and technical discussions sessions to address technical topics.
In this role you'll work closely with application teams to address multi-product issues and must have an acute understanding of the impact of mission critical activities. This is a highly skilled position that requires an engineer with initiative.
What you will do ?
- Act as the direct contact and adviser for customer inquiries about Red Hat OpenShift via ticketing tool, by phone and using remote access tools
- Deliver an exceptional customer experience by using professional communication, applying existing knowledge, and deep troubleshooting to resolve a variety of issues within the designated service-level agreement (SLA)
- Quickly analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner
- Collaborate with other support engineers and other internal teams and external parties during the problem resolution process
- Ability to multitask, prioritize, and work under pre
📌 Senior Software Maintenance Engineer (Pune)
🏢 Red Hat
📍 Pune
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