Software Maintenance Engineer

The Red Hat Customer Experience and Engagement (CEE) team is looking for several Software Maintenance Engineers to join us in Tokyo Japan.

You will be responsible for prioritizing assigned work and resolve routine to semi-routine issues with limited complexity. You will support software maintenance efforts and collaborates with global teams to ensure consistent software updates and patches. The role supports critical software maintenance tasks while developing proficiency in troubleshooting and debugging.

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 professional and empathetic communication

• 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 and proficient written and verbal communication skills in English.

• 4 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 containerd) Kubernetes (OpenShift EKS AKS GKE)

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

• Ability to read programming languages such as golang or 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.

• 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.

• 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 worlds 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. Were 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 Hats 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)
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