Senior Software Maintenance Engineer - Red Hat Satellite

Job Description

Red Hat is seeking a strong Linux-sustaining engineering resource to join its worldwide support organization. Come join one of the fastest-growing enterprise software and services companies and the leader of open-source software. This opportunity is a tremendous chance to become part of a fast-paced, leading-edge company that is changing the way software is developed, sold, and supported.

Red Hat's Global Support Services organization is dedicated to resolving the issues of our enterprise customers quickly and effectively. The Global Support Engineering Group provides high-level technical support and sustaining engineering services designed to maximize uptime and reduce IT costs. Our Software Maintenance Engineers maintain close working relationships with our customer's top developers and architects and assist our front-line support engineers with the most complex and challenging issues. Daily contact with our R&D team allows one to regularly work alongside some of the best open-source developers on the planet.

What will you do:

1. Provide technical support to Red Hat enterprise customers
2. Work with Red Hat enterprise customers
3. Resolve complex customer problems within Red Hat Satellite and other system management products
4. Use available tools to investigate and troubleshoot technical issues
5. Record customer interactions to include investigation, troubleshooting, & the resolution of issues
6. Work closely with Red Hat's production support engineers, technical account managers, and development engineering
7. Exercise sensible judgment in selecting methods and techniques for obtaining solutions
8. Manage workload to ensure that all customer issues are handled and driven to resolution in a timely fashion
9. Analyze upstream development against current customer-reported product defects and develop patches to resolve issues
10. Assist in the development of comprehensive and reusable self-service solutions for future incidents
11. Share and improve knowledge content for product technologies
12. Understand, develop, and promote good practices for long-term solutions

What will you bring:

1. Thorough understanding of high-level web application concepts and architecture, and knowledge of major frameworks
2. Strong troubleshooting mindset , creative problem-solver, capable of self-direction and effective time management
3. Passionate about both technology and customers, committed to providing the best experience possible for Red Hat customers
4. Highly motivated self-learner and team player, constantly improving/adapting on the fly and contributing to the team
5. Good understanding of system management portfolio an advantage - includes familiarity with administering Linux systems, mass installation, upgrades, configuration management, patch management & maintenance
6. Experience in any configuration management solutions & automated deployments using Katello, Foreman, Puppet, Chef, CFEngine, Spacewalk, or similar tools is helpful
7. Exposure to setting up and maintaining databases such as MySQL / Postgres / MongoDB etc. will be an added advantage
8. A track record of solving complex problems efficiently, and ability to read & write code especially using Ruby, Rails, Angular JS, Python, Perl, and/or Java.
9. Understanding of REST / Experience building RESTful APIs is helpful
10. Experience in using Git and GitHub is a bonus
11. Upstream involvement in open-source projects (patches submitted for upstream inclusion) is a plus, but not required