About the Job:
The Red Hat Global Support Services team is looking for a highly skilled Principal Technical Support Engineer with excellent technical and customer service skills to join us in Pune, India. The role is focused on providing expert-level, advanced technical support for enterprise customers (online and phone) on Red Hat technologies, including Red Hat Enterprise Linux (RHEL), storage, and cloud solutions.Key responsibilities include in-depth investigation, reproduction, and high-level troubleshooting of complex, escalated customer issues, utilizing specialized tools and knowledge to resolve critical technical problems. A requirement to achieve Red Hat Certified Engineer (RHCE) certification is essential, demonstrating proficiency in managing and troubleshooting RHEL environments.
What you will do?
Lead the resolution of varied and non-routine complex software issues impacting product stability.
Deliver high-tier technical solutions for Red Hat Enterprise Linux environments, ensuring the stability and scalability of mission-critical deployments.
Work with Red Hat Enterprise customers across the globe on 24x7 basis that requires one to work in different shifts periodically
Collaborate Cross-Functionally with Production Support, Technical Account Managers (TAMs), and Engineering teams to align customer feedback with product roadmaps.
Leverage Advanced Generative AI & LLMs (e.g., Google Gemini) to accelerate the support lifecycle through sophisticated prompt engineering, multi-dimensional research, and the synthesis of complex technical documentation into actionable intelligence.
Lead efforts to improve the efficiency and quality of the software maintenance process
Contribute to the global Red Hat Knowledge Management system while working on customer issues
Contribute to the global initiatives within the organisation that helps us drive the better customer experience.
Mentor junior engineers and guide new team members in executing maintenance tasks.
What you will bring?
8+ years of Linux experience in the enterprise sector, with excellent administration skills
Linux operating system installation, configuration, upgrades, and maintenance experience
Profound understanding of networking configuration (IP configuration, interface bonding, routing, firewalls, etc.)
Strong understanding of all base packages included in the RHEL distribution
Strong understanding of security mechanisms such as SELinux and iptables
Strong understanding of authentication mechanisms including local files, NIS, LDAP, and Kerberos
In Depth knowledge and experience with C programming skills along with C-based system software , and familiarity with developing and applying patches
Ability to create and implement test plans for software maintenance.
Experience writing scripts using Bash, Python, and/or Perl, Ruby on Rails to troubleshoot and correct Linux issues
Excellent troubleshooting skills, and a passion for problem solving and investigation
Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus
Upstream involvement in open-source projects (patches submitted for upstream inclusion) a plus, but not required
About 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. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
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