The Red Hat Customer Experience and Engagement (CEE) team is looking for Associate Software Maintenance Engineer to join us in Tokyo, Japan. In this role you will responsible for prioritizing assigned work and resolve routine to semi-routine issues with limited complexity. This role supports software maintenance efforts and collaborates with global teams to ensure consistent software updates and patches.

What will you 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.

• 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.

• Good understanding of Kubernetes / OpenShift architecture and building & maintaining scalable applications on these platforms.

What you will bring

• Native or business-level language skills in Japanese

• Proficient written and verbal communication skills in English.

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

• 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.

• Ability to take initiative, and maintain a customer-centric focus.

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

• 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.

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.).

• Experience with performance tuning or system tracing tools (like strace) and scripting/programming experience in languages like Golang, Bash, C, or Python.

• Ability to read programming languages, such as golang or Python.

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

• Experience with Public Cloud Services (AWS, Microsoft Azure, GCP, etc.)

• Experience in development, administration, tuning or troubleshooting in at least one of the following technology areas: Kubernetes/OpenShift, Software defined storage solutions, such as Ceph, ODF.

• Experience with Cloud Native Ecosystem (Prometheus, Istio, ArgoCD, Tekton), Hypervisor (VMware vSphere/ESXi, QEMU/KVM/libvirt), or Distributed Storage (Ceph, GlusterFS, VMware vSAN).

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.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

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