Technical Support Engineer – Identity Management jobs at Red Hat in United States, Olympia

About the job

This position is also available in Lowell or Boston MA, Raleigh NC, Waterford IE, and Brno CZ on a hybrid remote/office basis.

What you will do

• Work with Fedora AI/ML Special Interest Group (SIG) and lead community initiatives (e.g. creating a Fedora AI "spin")

• Package, test, and maintain open source AI frameworks and tooling (PyTorch, TensorFlow, Hugging Face Python libraries) for Fedora repositories.

• Ability to develop working relationships with AI-related upstream projects: PyTorch, AMD's ROCm, vLLM, and others.

• Create documentation and deployment guides for developers to experiment with AI/ML tooling on Fedora.

• Triage and respond to community requests (features, bugs) for AI packages.

• Navigate the complexities of Fedora’s software distribution norms, innovating on what is needed in 2025 and beyond.

What you will bring

• Hands-on experience with open source large language models (LLMs) such as Llama, Mistral, or similar. (An understanding of open source GPU-based software stacks such as ROCm is an additional plus.)

• Strong proficiency with Linux-based systems, and Python.

• Knowledge of how Linux distributions are built is a nice-to-have. (An understanding of Fedora's approach to FOSS is a plus.)

• Self-directed learner: the ability to be autonomous and unblock yourself.

• Excellent communication skills (written and spoken).

• Extensive experience with the Fedora Project or a comparable open source community

• Exceptional writing and speaking skills

• Experience with software development and open source developer communities; understanding of development processes

• Outstanding organizational skills; ability to prioritize tasks matching short and long-term goals and focus on the tasks of high priority

• Experience motivating and respecting capacity-limited volunteers and associates across teams and companies

• Demonstrated ability in organizing complex projects with multiple interests and diverse stakeholders

The salary range for this position is $127,860.00 - $211,080.00. Actual offer will be based on your qualifications.

Pay Transparency

● Comprehensive medical, dental, and vision coverage

● Flexible Spending Account - healthcare and dependent care

● Health Savings Account - high deductible medical plan

● Retirement 401(k) with employer match

● Paid time off and holidays

● Paid parental leave plans for all new parents

● Leave benefits including disability, paid family medical leave, and paid military leave

What you will do:

• Commitment to providing an exceptional customer experience by using professional communication and applying product knowledge and deep troubleshooting to perform direct actions in cluster environments to resolve various issues.

• Contribute to global initiatives and projects to constantly reduce customer effort, improve tooling, and design and write automation software to improve efficiency.

• Act as the direct contact and advisor for customer inquiries and issues with their Cloud Services through our Customer Portal, conference calls, and remote access.

• Proactively analyze cluster status, identify single points of failure and other high-risk architecture issues; propose and implement more resilient resolutions.

• Record customer interactions including investigation, troubleshooting, and resolution of issues, to document diagnostic steps and issue resolution to create reusable solutions for future incidents.

• Create and maintain knowledge articles aligned with the KCS (Knowledge-Centered Service) methodology.

• Partner with internal teams and external parties to deliver seamless infrastructure support for Red Hat’s Cloud Services.

• Manage incident and issue workloads to ensure that all customer issues are handled and resolved in a timely manner.

• Maintain a strong work ethic, able to work effectively as part of a team, and focus on customers and resolving their issues.

• Be available to perform weekend shift duties on a rotational schedule.

What you will bring:

• 5+ years of experience in a customer-facing technical support or solutions engineering role.

• Proven experience in Infrastructure Implementation, Deployment, Administration, and Production Support of container technologies and orchestration platforms (e.g., CRI-O, Kubernetes, xKS, Docker, OpenShift Container Platform).

• Experience with developer workflows, Continuous Integration (e.g., Jenkins), and Continuous Deployment paradigms.

• Exceptional technical, analytical, and troubleshooting skills using tools like curl, strace, oc (kubectl), and Wireshark analysis to investigate and form precise action plans for issue remediation with components such as networking, system performance issues, Kubernetes, OpenShift Container Platform, Service Mesh, and RESTful API calls.

• Experience working with tools surrounding the Kubernetes ecosystem such as Prometheus, Grafana, FluentD, etc.

• Experience working with configuration management tools (e.g., Ansible, Terraform) and monitoring and automation tools (e.g., Ansible, Splunk).

• Proficient scripting and automation skills (e.g., Python, Bash, Go) to convert manual and maintenance functions into fully orchestrated automation is a plus.

• Ability to operate in complex, highly secure, and highly available environments and interact with Site Reliability Engineering (SRE) domain experts maintaining those environments.

• Familiarity with established ITIL practices such as Incident, Change, Problem, and Release Management.

• Excellent English communication skills (written and verbal) and interpersonal skills, with a desire to mentor other members of the support team and share technical knowledge in a helpful and timely fashion.

• Experience logging issues and working with issue tracking tools such as Jira.

• Ability to work effectively as part of an agile team, actively communicate status, and complete deliverables on schedule with a strong sense of initiative and ownership.

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.

• Ability to work effectively and collaborate within a geographically distributed, global team.

The salary range for this position is $84,400.00 - $134,970.00. Actual offer will be based on your qualifications.

Pay Transparency

● Comprehensive medical, dental, and vision coverage

● Flexible Spending Account - healthcare and dependent care

● Health Savings Account - high deductible medical plan

● Retirement 401(k) with employer match

● Paid time off and holidays

● Paid parental leave plans for all new parents

● Leave benefits including disability, paid family medical leave, and paid military leave

About the Job:

The Red Hat India Services team is looking for a Consultant to join us in Mumbai, India. In this role, you will help us ensure that our engagements are not just a technology implementation, but an organisational transformation. As a consultant, you will work with our lead architect in our engagements, cocreating innovative software solutions using emerging open source technology and modern software design methods in an agile environment. You’ll be coached by the team to facilitate the design and technical delivery of our solutions. As you do so, you’ll create

enthusiasm for building great software using principles of open source and agile culture. You'll support everything from the scoping to delivering the engagements. Successful applicants must reside in a city where Red Hat has mentioned the location.

What will you do?

• Participate in all aspects of agile software development, including design, implementation, and deployment

• Design client-side and server-side architecture

• Develop and manage well-functioning databases and applications

• Write effective APIs

• Architect and provide guidance on building end-to-end systems optimized for speed and scale

• Engage with inspiring designers and front-end engineers, and collaborate with leading back-end engineers to create reliable APIs

• Collaborate across time zones via Slack, GitHub comments, documents, and frequent videoconferences

• This position requires frequent on-site work with clients and availability to travel up to 50-80%.

What will you bring?

• At least 3 years of experience in building large-scale software applications

• Extensive experience in Openshift, Kafka, 3scale

• Hands-on experience with Service Mesh technologies, including Istio , for traffic management, security, and observability in microservices architectures.

• Knowledge of devops (CI/CD, GIT, ArgoCD)

• Monitoring using Prometheus, Grafana

• Experience in building web applications

• Experience in designing and integrating RESTful APIs

• Excellent debugging and optimisation skills

• Experience in unit/integration testing

• Familiarity with databases (e.g. MySQL, MongoDB), web servers (e.g. Apache) and

• Familiarity with UI/UX design

What you will do:

• Support customers by responding within the designated service-level agreement (SLA) period to incoming calls and web-based inquiries about our technologies

• Investigate and troubleshoot issues, developing solutions for our customers while understanding their business needs

• Resolve customer issues with all identity management products especially in the areas of interoperability with base operating system technologies such as PAM and SSH, directory services, IPA,SSSD and Kerberos

• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation

• Exceed customer expectations by providing outstanding customer service

• Collaborate with other engineers and developers to develop creative solutions for our customers, including fixes for our offerings

• Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain

• Manage customer cases and maintain clear and concise case documentation

What you will bring:

• Understanding of lightweight directory access protocol (LDAP), Active Directory, Samba, Kerberos or IPA

• Experience with centrally-managed directory servers like Red Hat Directory Server, FreeIPA, Active Directory, Sun Directory Server, and Novell eDirectory, including functions like replication, user authentication protocols.

• Ability to support West Coast hours.

• Familiarity with LDAP, Samba, CIFS, and Kerberos

• Scripting or programming experience in languages like Bash, C, or Python is a plus

• Working knowledge of smartcards (CAC cards, Yubikey) is a plus

• Experience working with Linux or UNIX operating systems; Linux system installation, configuration, and maintenance experience is a plus

• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation

• Ability to communicate clearly and effectively with customers who have various levels of technical expertise

• 3+ years of experience working as a support engineer in a fast paced environment and comfortable interacting with customers via live conference calls.

• Ability to handle multiple priorities and deliver in a high-pressure environment

• Ability and willingness to learn new open source technologies.

• A Red Hat CertifiedSystem Administrator (RHCSA) is required but can be obtained after starting

• Red Hat Certified Engineer (RHCE) or other Linux certification is a big plus

• An understanding of public key infrastructure (PKI) concepts is a big plus

The salary range for this position is $34.66 - $55.43. Actual offer will be based on your qualifications.

Pay Transparency

● Comprehensive medical, dental, and vision coverage

● Flexible Spending Account - healthcare and dependent care

● Health Savings Account - high deductible medical plan

● Retirement 401(k) with employer match

● Paid time off and holidays

● Paid parental leave plans for all new parents

● Leave benefits including disability, paid family medical leave, and paid military leave

What you will do

The day-to-day responsibilities of an engineer on the team involve working with live systems and coding automation. You will be expected to:

• Contribute code to increase the scalability and reliability of the service

• Contribute software tests and participate in peer review to increase the quality of our codebase

• Help and develop peers’ capabilities through knowledge sharing, mentoring, and collaboration

• Participate in a regular on-call schedule, including occasional paid weekends and holidays

• Practice sustainable incident response and blameless postmortems

• Resolve customer issues escalated from the Red Hat Global Support team

• Work within a small agile team to develop and improve software, support your peers, plan and self-improve

• Support of critical services such as identity management and role based access control

• Contribute to and support orchestration and cloud based services

• Previous history and/or experience in a FedRAMP environment is a plus

What you will bring

A bachelor's degree in Computer Science or a related technical field involving software or systems engineering is required. However, hands-on experience that demonstrates your ability and interest in software engineering and cloud services is valuable to us and may be considered in lieu of degree requirements. You must have experience working with public clouds such as AWS, GCP, or Azure. You must also be able to collaboratively troubleshoot and solve problems in a team setting.

As an Senior SRE on the team, you will be most successful if you have some experience troubleshooting an as-a-service offering (SaaS, PaaS, etc.) and some experience working with complex distributed systems. Direct experience with Kubernetes or OpenShift is a plus. We like to see a demonstrated ability to debug, optimize code and automate routine tasks. We are Red Hat, so you need a basic understanding of Unix/Linux operating systems.

A US citizenship and/or fulfilled requirements as required by a FedRAMP environment and/or US Government regulations.

Desired skills

• 5+ years of experience managing Linux servers running Red Hat Enterprise Linux (RHEL), CentOS, or Fedora hosted at a cloud provider such as Amazon Web Services (AWS), Google Compute Engine (GCE), or Microsoft Azure

• US Citizenship

• Must have 1+ years of strong Kubernetes experience.

• 3+ years of experience with enterprise systems monitoring; knowledge of Prometheus is a plus

• 3+ years of experience with enterprise configuration management software like Ansible by Red Hat, Puppet, or Chef

• 2+ years of experience programming with at least one object-oriented language; Golang or Python.

• 2+ years of experience delivering a hosted service

• Demonstrated ability to quickly and accurately troubleshoot system issues

• Solid understanding of standard TCP/IP networking and common protocols like DNS and HTTP

• Solid communications skills and experience working directly with and presenting to customers

• 1+ year(s) of experience with docker-based containers is a plus

The salary range for this position is $111,260.00 - $183,580.00. Actual offer will be based on your qualifications.

Pay Transparency

● Comprehensive medical, dental, and vision coverage

● Flexible Spending Account - healthcare and dependent care

● Health Savings Account - high deductible medical plan

● Retirement 401(k) with employer match

● Paid time off and holidays

● Paid parental leave plans for all new parents

● Leave benefits including disability, paid family medical leave, and paid military leave

What you will do:

• Serve as a direct point of contact and adviser for customer inquiries about Red Hat OpenShift Container Platform through our customer portal and over the phone

• Deliver exceptional customer experience by troubleshooting a variety of issues and recommending solutions in a professional and courteous manner

• Analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers

• Collaborate with members of the technical support team and external parties during the problem resolution process

• Create documentation on diagnostic steps and solutions for future incidents

• Work some weekend and holiday shift duties on a rotational schedule as needed

What you will bring:

• 3+ years of experience working with Linux or UNIX operating systems; Linux system installation, configuration, and maintenance experience is a big plus

• 3+ years of experience working as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service

• Experience working with hosted applications or large-scale application deployments

• Familiarity with technologies like Red Hat OpenShift Container Platform, Kubernetes, and Red Hat Ansible Automation Platform, cloud management

• Good understanding of Linux tools with an emphasis on cURL, Git, strace, and Wireshark

• Solid troubleshooting skills and passion for problem-solving and investigation

• Outstanding communications skills in English and the ability to communicate courteously and effectively with customers, colleagues, and third-party vendors

The following are considered a plus:

• Bachelor's degree in a technical field; degree in engineering or computer science

• Knowledge of technical support systems and tools

• Familiarity with Red Hat’s solutions portfolio and open source software development

• Participation in open source projects, including patches submitted for upstream inclusion

• Red Hat Certified Engineer certification (RHCE)

• Experience with Open vSwitch, Red Hat Application Services, Apache Tomcat, Node.js, Ruby, Python web frameworks, and .NET Framework technologies

• Experience with networking troubleshooting and diagnostics, including familiarity with packet capture analysis, a firm understanding of IP, TCP, UDP, TLS, load balancing, and routing with regards to software-defined networking, and awareness of components like NetworkPolicy, Operators, Machine Config, x509 certificates, OpenSSL, and TLS Auth

The salary range for this position is $39.84 - $63.76. Actual offer will be based on your qualifications.

Pay Transparency

● Comprehensive medical, dental, and vision coverage

● Flexible Spending Account - healthcare and dependent care

● Health Savings Account - high deductible medical plan

● Retirement 401(k) with employer match

● Paid time off and holidays

● Paid parental leave plans for all new parents

● Leave benefits including disability, paid family medical leave, and paid military leave