Provide technical support to Red Hat's enterprise customers mainly for Red Hat Enhanced Solution, via web portal and phone.
Work with Global and Region specific [Chinese / Mandarin] Enhanced Solution Support customers.
Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues.
Maintain a commitment to providing a premium experience for Red Hat's customers.
Consult and develop relationships with in house engineers and developers to promote creative solutions and improve customer satisfaction.
Comfortable with successfully working large numbers of complex cases and complex bugs according to the defined processes and quality guidelines.
Contributes to architectural and analysis / design processes as well as impart knowledge in support cases.
Proactively searches for coaching/mentoring opportunities with open cycles and is able to prioritize appropriately.
Assisting junior team members in prioritizing their workload.
Engaging with Developers and Product Management, provide input for product planning and assessments of product GA readiness.
Maintain a well-balanced combination of case work, code work and self-study.
Commitment to maintain the Red Hat Service Level Agreement.
Able to locate upstream bug reports related to a current issue and discuss it with Developers.
Develop and propose minor bug fixes to the community and get them merged.
Provide Hotfix packages to the customers encountering significant business impact.

Bachelor's or higher degree in a technical field, preferably in engineering or computer science or relative industry experience.
Excellent written and verbal communication skills in English.
Excellent written and verbal communication in Mandarin.
5+ years experience with Unix/Linux system administration along with strong networking knowledge.
Outstanding debugging, troubleshooting and analytical skills.
Proven Experience with any Virtualization technology, preferably OpenShift / Kubernetes.
Python and Go programming experience and upstream involvement in open source projects and patches submitted for upstream inclusion
Experience in use of source management and build tools.

Software Maintenance Engineer – Technical Support, OpenShift, OpenStack, Mandarin

Key skills