Red Hat are looking for a Customer Site Reliability Engineer (CSRE) to join our OpenShift Managed Cloud Services (MCS) team. The CSRE plays a crucial role in ensuring the availability, reliability, and performance of critical services at scale. This role is responsible for independently managing complex systems and solving intricate problems that have a significant impact on service quality and stability.

A CSRE has a customer-first mindset and will act as a technical lead for customer escalations applying expert troubleshooting to ensure timely and effective resolutions that maintain trust and confidence. They will leverage extensive experience in software, and systems engineering to automate operations, reduce toil, and drive continuous improvement across the service lifecycle. They work autonomously, demonstrating strong judgment and decision-making capabilities while managing non-routine assignments.

Collaboration is essential, as you will partner with Technical Account Managers, Services, Fleet SRE, DevOps, and infrastructure teams to address customer-specific and fleet-wide issues, ensuring the stability and functionality of our cloud-based systems.

As a champion of Knowledge-Centered Support (KCS), you will document resolutions, root causes, and best practices to enrich the knowledge base and promote self-service solutions. Additionally, you will mentor team members, fostering a collaborative and continuously learning culture that equips them to manage complex challenges.

This role is ideal for a highly skilled and motivated individual who thrives in a fast-paced, collaborative environment and is passionate about driving reliability, scalability, and customer satisfaction.

What you will do

• Manage large-scale, distributed systems, focusing on minimizing downtime and improving system resilience.

• Maintain customer trust and confidence by ensuring stability and functionality of services.

• Drive continuous enhancement of processes, tools, and methodologies to support the evolving needs of the service.

• Lead the development of code and automation scripts to optimize the scalability, reliability, and performance of services.

• Lead and participate in high-priority customer escalations, adopting a customer-first mindset.

• Coordinate and execute complex incident response procedures, ensuring timely resolution and thorough postmortems.

• Collaborate with cross-functional teams to enhance system robustness.

• Demonstrate a proactive mindset to help preempt escalations and ensure reliable operations.

• Document resolutions, root causes, and best practices to enrich the knowledge base and promote self-service solutions.

• Mentor and coach team members, fostering a culture of continuous learning, knowledge sharing and collaboration.

• Participate in on-call rotation and provide leadership during critical incidents.

• Collaborate on strategic AI and automation projects designed to increase the efficiency of fleet operations and troubleshooting, ultimately delivering a better product experience for customers.

• Given the customer-facing nature of this SRE role, exceptional communication skills are essential. You must demonstrate the ability to articulate complex technical solutions and lead critical incident calls with confidence, even in high-pressure environments."

What you will bring

• Advanced Experience with OpenShift/Kubernetes container platform support or administration.

• Proficient with container-based technologies on Linux.

• Proficient in managing Linux-based systems in a public cloud such as AWS, Azure, or GCP.

• Advanced experience with enterprise systems monitoring; knowledge of Prometheus is preferred.

• Advanced with enterprise configuration management such as Ansible, Terraform.

• Software engineering experience using object-oriented languages; golang is preferred.

• Superior communications skills and experience working directly with and presenting to customers.

• Ability to quickly learn new technologies and follow industry trends.

• Demonstrated ability to quickly and accurately troubleshoot systems issues.

• Solid understanding of standard TCP/IP networking and common protocols.

• Fluent in English and any additional language like Japanese, Chinese, Korean, Spanish is an advantage.

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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.

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