Software Maintenance Engineer - Filesystems (Waterford Office, Ireland)
Software Maintenance Engineer - Filesystems (Waterford Office, Ireland)The Red Hat Customer Experience and Engagement (CEE) team is looking for a skilled Software Maintenance Engineer to join us.
In this role, you will provide excellent customer support experience for our enterprise subscription customers.
You'll serve as a trusted adviser to enterprise-level customers and partner closely with them.
You'll help us continually prove our value to our customers as you troubleshoot and resolve their technical issues for the portfolio of Red Hat's enterprise storage offerings to meet their business needs both online and over the phone.
You'll work with key customers to build a relationship of trust and confidence between Red Hat and customer engineering, development, and operations teams.
Many of your customers will be other engineers, so developing your technical skills will be important.
As a Software Maintenance Engineer you will actively interact with the product engineering teams, contributing to improvements of Red Hat products.
What you will do Ensure that customers get the maximum value from and easily use our offerings and subscriptionsSupport customers by responding within the designated service-level agreement (SLA) period to incoming tickets about our technologiesInvestigate and troubleshoot issues and develop solutions for our customers while understanding their business needsExceed customer expectations by providing outstanding customer serviceProactively update our customers and ensure they are satisfied with our support serviceCooperate with other engineers and developers to develop creative solutions for our customers, including fixes for our offeringsShare your knowledge gained from troubleshooting issues by contributing to the global Red Hat's knowledge management system; present troubleshooting instructions and solutions to other engineers within the domainManage customer cases and maintain clear and concise case documentationParticipate in case review conference calls with customers when neededContribute to improvements of Red Hat products you supportWhat you will bring Outstanding understanding of the current Linux kernel internals, with emphasis on filesystem and/or storage subsystemStrong experience in one or more of the following technology areas as a software engineer, developer or in depth troubleshooting analyst:Common local and network Linux file systems (ext2/3/4, XFS, nfs, cifs, etc.
)Storage area networks, storage virtualisation and fiber channel attached storage (inc. iSCSI/FCoE) is a plusRedundant storage systems (RAID, multipath I/O, distributed storage) is a plusTroubleshooting and debugging in distributed and multithreaded environmentsDevelopment experience with C and familiarity with established open source methodologiesUnderstanding of hardware architecture (x86/x86_64 is required, others are beneficial)Fluent verbal communication in EnglishPrior Red Hat certification, e.g., Red Hat Certified System Administrator (RHCSA) is a plusScripting or programming experience in languages like Bash, C, or Python is a plusAbout 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.
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