Software Maintenance Engineer, OpenShift – Mandarin
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Job Description
OpenShift Software Maintenance Engineer role at Red Hat providing technical support mainly to enterprise customers. Troubleshooting customer issues and collaborating with engineers to enhance solutions.
Responsibilities:
- Provide technical support to Red Hat's enterprise customers mainly for Red Hat Enhanced Solution, via web portal and phone.
- Work with Global and Region specific [Chinese / Mandarin] Enhanced Solution Support customers.
- 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 impart knowledge in support cases.
- Proactively searches for coaching/mentoring opportunities with open cycles and is able to prioritize appropriately.
- Assisting junior team members in prioritizing their workload.
- 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 customers encountering significant business impact.
Requirements:
- Bachelor's or higher degree in a technical field, preferably in engineering or computer science or relative industry experience.
- Excellent written and verbal communication skills in English.
- Excellent written and verbal communication in Mandarin.
- 5+ years experience with Unix/Linux system administration along with strong networking knowledge.
- Outstanding debugging, troubleshooting and analytical skills.
- Proven Experience with any Virtualization technology, preferably OpenShift / Kubernetes.
- Python and Go programming experience and upstream involvement in open source projects and patches submitted for upstream inclusion
- Experience in use of source management and build tools.
Benefits:
- Flexible work arrangements
- Professional development opportunities
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