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
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 solutions to other engineers within the domain
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 Knowledge Base articles: Author and maintain high-quality technical documentation, tutorials, and knowledge base articles to empower customers and scale our support capabilities

3+ years of experience with Linux operating system installation, configuration, upgrade, and maintenance
Good understanding of Kubernetes / OpenShift architecture and building & maintaining scalable applications on these platforms
Troubleshooting and debugging experience in distributed and containerized environments
Basic understanding of Linux storage subsystem
Experience with Containers (Podman, CRI-O, Docker, containers), Kubernetes (OpenShift, EKS, AKS, GKE)
Experience managing Linux-based systems in a production environment
Native or business-level language skills in Japanese
Proficient written and verbal communication skills in English.

Associate Software Maintenance Engineer

Key skills