Technical Support Engineer, OpenShift AI

The Red Hat Global Support Services team is adding a Technical Support Engineer with a background in Linux / Kubernetes systems to join us in Australia. In this role, you will deliver an outstanding customer support experience by providing technical support to enterprise subscription customers. Unlike most software companies, we don't sell software licenses or "break-fix" pay-per-incident support. Instead, we sell subscriptions that include an unlimited number of support incidents, product documentation, security patches and updates, and upgrades to the newest versions of our software. As a Technical Support Engineer, you will help us continually prove our value to our customers by troubleshooting and resolving their technical issues over the phone and online. You'll become an expert in Red Hat AI products and technologies, like Red Hat Openshift AI (RHOAI), Red Hat AI Inference Server (RHAIIS) and Red Hat Enterprise Linux AI (RHEL AI).  This is a great opportunity to work for one of the fastest-growing enterprise software and services companies and the leading provider of open source software and solutions.

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.

• Handle direct customer engagement via phone, web, ensuring clear, professional, and empathetic communication throughout the support lifecycle.

• Investigate and troubleshoot issues and develop solutions for our customers while understanding their business needs.

• Exceed customer expectations by providing outstanding customer service, maintaining proactive contact, and providing 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.

What you will bring:

• 3+ years of experience with Linux operating system installation, configuration, upgrade, and maintenance and a good understanding of Linux command line tools 

• Experience with Docker, Kubernetes, AWS, Microsoft Azure, etc.

• Good understanding of Linux tools with an emphasis on cURL, Git, Docker, Kubernetes.

• Extensive experience managing Linux-based systems in a production environment

• Experience with performance analysis tools

• Understanding of core AI/ML concepts, including model development lifecycle, training vs. inference, and common frameworks.

• Ability and willingness to adapt to new technologies and tools as the AI field evolves

• Ability to read programming languages, such as Python.

• Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus

• Excellent problem-solving and debugging skills to resolve technical issues 

• Strong communication and collaboration skills

• Ability to work independently and as part of a globally distributed team of engineers

• Proficient written and verbal communication skills in English

• Replicate Customer Environments: Recreate customer issues in our labs to isolate root causes, test solutions, and validate fixes.

• Collaborate with Engineering: Partner closely with product management and software engineering teams to escalate bugs, advocate for customer feature requests, and provide real-world feedback to improve product quality.

• Develop KCS: Author and maintain high-quality technical documentation, tutorials, and knowledge base articles to empower customers and scale our support capabilities.

The following is considered a plus

• Relevant Red Hat certifications (e.g., Red Hat Certified System Administrator (RHCSA), Red Hat Certified Specialist in OpenShift Administration, etc).

• Knowledge of / contribution to InstructLab 

• Knowledge of AI frameworks (e.g., TensorFlow, PyTorch, Numpy)

• Experience working with AI hardware accelerators such as GPUs

• Software development understanding, including experience writing patches and with scripting languages like Python

• Familiarity with open-source projects such as KubeFlow, KServe, RayServe, NVIDIA Triton and vLLM is a huge plus

• Experience with Kubernetes and Openshift

• Familiarity with RHEL Lightspeed

#LI-SH4

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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