At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-
performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services.
Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
The Red Hat Enterprise Cloud Technologies Support Engineering team is looking for an experienced Infrastructure-as-a-Service (IaaS) engineer to join us as a Software Maintenance Engineer in Tokyo, Japan.
In this role, you will cooperate with strategic customers and partners, helping resolve issues by providing technical support and sustaining engineering services to maximize uptime and reduce IT costs.
The Cloud Technologies Support Engineering team is dedicated to resolving issues quickly and efficiently. As a Software Maintenance Engineer, you will work on-
site with partners’ top developers and architects, assisting Red Hat’s technical support engineers with potentially complex and challenging matters.
You will also partner closely with Red Hat’s development engineering teams, working alongside some of the brightest developers in the open source community.
Primary job responsibilities
Provide Red Hat OpenStack Platform technical support via case studies, customer portal, phone calls, remote sessions, and email
Partner with Red Hat OpenStack Platform communities to develop and review patches and test cases
Analyze upstream development against current customer-reported defects and develop patches to resolve issues
Use command line tools to diagnose network issues and message queue problems
Record customer interactions to detail investigation efforts, troubleshooting, and the resolution of issues
Work closely with Red Hat’s development engineers, production support engineers, and technical account managers
Demonstrate considerable judgment in selecting methods and techniques to obtain solutions
Uphold a commitment to providing the best experience possible for Red Hat’s customers
Manage your workload to ensure that all customer issues are handled and resolved in a timely manner
Assist in the development of comprehensive and reusable self-service solutions for future incidents
4+ years of experience working as a support or development engineer for virtualization or cloud technologies on Linux
1+ year(s) of Red Hat OpenStack Platform experience; deep understanding of major Red Hat OpenStack Platform components
Experience working with Infrastructure-as-a-Service (IaaS) platforms
Good understanding of Linux command line tools
Good understanding of storage systems, Raid, and iSCSI
Solid development-level experience with Python and experience writing patches
Deep knowledge of file system standards, network architecture, high availability, identity management, and REST APIs
Experience with tcpdump analysis, Open vSwitch networking, and MySQL databases
Committed to providing the best experience possible for Red Hat’s customers
Bachelor's degree in a technical field; degree in engineering or computer science is a plus
Excellent reading and writing skills in English; fluent language skills in English are a plus
Experience with the Linux operating system and Red Hat OpenStack Platform installation, configuration, upgrade, and maintenance is a big plus
Upstream involvement in open source projects and patches submitted for upstream inclusion are a plus