Technical Support Engineer/Software Maintenance Engineer

4 weeks ago

Waterford, Ireland Red Hat Full time

About the job

As an Open Organization built on Open Source software, Red Hat values innovation, strong technical acumen, customer focus, leadership and the creativity that impacts the customer experience across a range of products.

Customer Experience and Engagement (CEE) team is looking for an experienced Software Maintenance Engineer with Identity Management knowledge. In this role, you will build on your expertise with Red Hat technologies while providing outstanding technical support to our customers. You'll work closely with our developer and QE teams to incorporate customer feedback and make Red Hat Enterprise Linux an even better product. The customers you'll interact with are often last level technical contacts on the customer’s side, like system administrators, architects and solution engineers.

You will be a part of the unique Red Hat culture, enriched with various principles and initiatives, such as Open Management Practices, Open Decision Framework, Diversity & Inclusion. With the freedom to showcase your leadership skills at any time, you will have the option to bring innovative solutions to complex problems. You will get the opportunity to be a part of several Recognition programs to reward and celebrate yours and others’ success. If you want to check the real life experience of one of our engineers, check out his down-to-earth blog post about the daily life in this role. This job is a very important centerpiece between our customers and developer teams and is essential to perfect our product quality and customer experience.

What you will do
  • Resolve complex customer problems with all Identity Management products especially in the areas of interoperability with base operating system technologies such as PAM and SSH, directory services and so forth.
  • Analyze upstream development against current customer reported defects and develop patches to resolve the issue
  • Record customer interactions to include investigation, troubleshooting, and the resolution of issues
  • Consult the customer cases with in-house support engineers and developers to promote creative solutions and improve customer experience
  • Work closely with Red Hat's production support engineers, technical account managers and development engineering
What you will bring
  • A minimum of 3 years experience as a support, sustaining, or development engineer, or other directly related experience in an enterprise environment
  • Outstanding understanding of LDAP/Active Directory, Samba, Kerberos and/or IPA
  • Strong cross-platform troubleshooting capabilities particularly in the area of Active Directory and inter-operation with Linux based solutions
  • A solid understanding of Public Key Infrastructure (PKI) concepts is a strong plus
  • Experience utilizing debugging tools such as Eclipse and gdb to analyze and troubleshoot technical issues
  • Excellent English communication skills, ability to analyze and effectively resolve customer issues

Considered as a plus:

  • Linux operating system installation, configuration, upgrades, and maintenance experience
  • Upstream involvement in open-source projects (patches submitted for upstream inclusion)
  • Bachelor degree in Computer Science or equivalent working experience

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