The Red Hat Experience Engineering (XE) team is looking for a Senior Software Maintenance Engineer with a background in Automation to join us in EMEA. In this role you will work with Red Hat Ansible Automation Platform as well as the ecosystem around it, delivering an outstanding customer support experience by providing technical support and sustaining engineering services to enterprise subscription customers. In this role, you will provide high-level technical support and sustaining engineering services to dedicated enterprise customer accounts to help them maximize uptime and reduce IT costs. You’ll work closely with customers, developers, and architects while also collaborating with Red Hat engineers to solve complex and challenging technical issues. You'll partner closely with development engineering teams and work alongside some of the brightest developers in the open source community. As a Senior Technical Software Maintenance Engineer, you will also partner with Red Hat’s key strategic partners to jointly solve multi-vendor customer issues. What you will do: + Ensure that customers get the maximum value from and easily use our products and subscriptions + Support customers by responding within the designated service-level agreement to inquiries + Investigate and troubleshoot issues and developing solutions for our customers while understanding their business needs + Exceed customer expectations by providing outstanding customer service and provide regular updates to ensure they are satisfied with our support service + Collaborate with engineers and developers to develop creative solutions for customers, including product fixes + Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain + Be available to perform weekend day shift duties on a rotational schedule when needed What you will bring: + Excellent understanding of Linux, system administration experience is greatly preferred + Familiarity with Ansible Automation Platform, Ansible Engine or other automation platforms + Knowledge of installation, networking, firewall, security, clustering, web servers, and databases using Linux + Expertise in containerization with Kubernetes / OpenShift is a big plus + Expertise with Python scripting + 3+ years experience as a support, sustaining, or development engineer or other directly related experience within an enterprise environment + Strong communication skills, specifically the ability to communicate clearly and effectively in English with customers that have various levels of technical expertise + Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation + Ability to understand code and identify root causes within it + A Red Hat Certified Engineer (RHCE) certification is a plus **About Red Hat** Red Hat (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. 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