דרושים Associate Manager Technical Support - Customer ב-Red Hat ב-Czechia

What you’ll do

• Lead a team of software engineers to build a platform for AI prototype products, focusing on speed and stability.

• Drive collaboration with AI research, Catalyst, product, and design teams to translate prototypes into production

• Create team practices that prioritize rapid iteration, quality standards, and customer outcomes

• Foster a high-performing, autonomous team culture through coaching, mentorship, and strong technical direction

• Manage timelines, unblock delivery, and ensure work aligns with cross-functional product goals

• Champion DevOps, CI/CD, and security practices for robust AI delivery workflows

• Help define and scale internal tooling and frameworks to accelerate the AI productization lifecycle

What you’ll bring

• 6+ years of software engineering experience, including 4+ years in engineering leadership roles

• Proven track record of shipping production systems at scale

• Strong background in backend development (Python, Go, or similar) and cloud platforms (AWS, GCP, Azure)

• Ability to lead in ambiguous, fast-changing environments and prioritize impact over polish

• Excellent communication skills and cross-functional alignment instincts

• A builder mindset—excited by 0→1 delivery, creative problem solving, and rapid experimentation

Nice to have

• Experience launching AI-driven products or internal platforms from prototype to production

• Hands-on experience with LLMs, generative AI, or machine learning-powered applications

• Familiarity with tools like LangChain, vector databases (Pinecone, Weaviate), or RLHF pipelines

• Background in AI systems observability, evaluation frameworks, or in-product feedback loops

Job Summary

Our mission is simple but critical: make sure nothing breaks what customers actually do. As the team manager, you’ll build and guide a cross-functional group of engineers who use AI tools and human insight to run automated regression tests, simulate key workflows, and flag breakages before customers ever see them. You’ll help set the standard for AI-enhanced product validation, ensuring that rapid development never compromises real-world reliability.

What You Will Do:

• Lead and grow a cross-functional testing team focused on end-to-end workflow validation, not exploratory usability testing

• Develop a regression-first test strategy rooted in replicating key customer workflows across platforms

• Build scalable systems that simulate user behavior and validate product stability after each release

• Leverage AI tooling (e.g., Testim, Diffblue, GPT, Lookback) to automate test execution, data synthesis, and failure detection

• Collaborate with Engineering and Product to rapidly triage regressions and workflow breakages into actionable fixes

• Design and evolve AI Lightspeed as an internal workflow automation system, with potential for future productization

• Establish clear metrics for product reliability rooted in task success and regression coverage—not user perception

• Represent the team’s work in roadmap and release planning conversations, ensuring product confidence at every milestone

What You Will Bring:

• Experience in software quality engineering, technical validation, or product testing

• Experience leading a team within a QA, DevOps, or platform validation team

• Strong knowledge of real-world usage simulation and workflow-based test modeling

• Comfort working with AI-enhanced tools like GPT, Diffblue, Testim, Mixpanel AI, or similar

• Ability to work cross-functionally with Engineering and PMs to translate breakage insights into roadmap action

• Strategic mindset with a hands-on approach: you care about automation and results, not just frameworks

Nice to Have:

• Experience working on AI platforms or validating AI-integrated products

• Experience building or working with automated regression and functional test suites, ideally enhanced by AI

• Familiarity with observability and testing infrastructure at scale

• A track record of driving innovation in software quality or test automation

• Passion for ensuring real users aren’t surprised by what breaks

What will you do?

• Assist Red Hat Academy’s global program owner in developing and tracking project plans, milestones, and deliverables.

• Develop opportunities to expand the Red Hat Academy Program

• Ongoing performance improvements to ensure better quality, increased efficiencies and improved user experience

• Define processes and metrics to drive and measure consumption and quality of the Red Hat Academy program

• Plan, schedule, monitor, and report on activities related to each project

• Coordination of cross-functional teams (through meetings and progress measurement activity) which bring distinct, specific projects to completion both on time and within budget

• Define and implement guidelines and processes to prevent abuse of program benefits

• Develop and maintain collateral to support the Red Hat Academy Program

• Define, develop, generate, maintain and report metrics that measure the success of the Red Hat Academy Program both qualitatively and quantitatively.

• Ensure adherence to legally binding requirements

• Coordinate project team meetings to ensure alignment on objectives.

• Resolve routine project issues and escalate complex matters to senior team members.

• Communicate project updates to cross-functional teams.

• Maintain and organize project documentation for reporting purposes.

• Support the creation of project metrics and dashboards with guidance from senior team members.

What will you bring?

• Bachelor's degree in business administration, marketing, or communications with demonstrated technical expertise

• Experience as a program or project Manager in an IT academy program offered by a software or technology vendors is highly desired

• PMP or other industry recognized certification is high desired

• Excellent written and verbal communication skills, interpersonal skills, presentation skills, leadership skills, analytical abilities, and business judgment

• Ability to work globally outside normal business hours

• 5+ years experience as a project coordinator for IT training based projects, management of IT academy program projects is highly desired

• Ability to coordinate necessary internal and external groups to create business plans

• Comfort working in a collaborative environment, and as a team player is a must.

• Excellent analytical, problem solving, and creative thinking skills

• Takes ownership of issue / problem resolution by ensuring systematic and timely risk / issue tracking, appropriate escalations/follow up and regular status reporting

• Experience establishing and contributing to process improvements

• Detail oriented and able to work in a fast-paced environment

• Ability to leverage various types of media to tell factual stories clearly, creatively, and succinctly.

What you will do

• Be responsible for contributions in a technical environment, from coding to architecture.

• Work closely with members of our Engineering, Site Reliability Engineering (SRE), Quality Engineering (QE), Documentation, Product Security and Product Management teams

• Be responsible for our product quality, participate in peer code reviews, continuous integration (CI) and delivery (CD), respond to security threats

• Assist with the planning, fulfillment, and delivery of communicated goals

• Be an advocate for Red Hat solutions and technologies

• Work and communicate with a distributed team

• Publicize the team's work through blogs, web postings, and conference talks

What you will bring

• 5+ years of experience working in a Linux environment with at least one language like Golang, Python, Java, or C or C++ Experience with microservices architecture and concepts including APIs, versioning, monitoring, etc.

• Experience with container-related technologies (Kubernetes, OpenShift, etc.), virtualization, or distributed systems

• Experience with AWS, GCP or Azure

• Ability to examine various technological areas deeply and deliver solutions

• Great communication and collaboration skills, with a solid attention to detail

• Ability to quickly learn new technologies

• Proficient written and verbal English communication skills

• Bachelor's degree in computer science or equivalent working experience

• Familiarity with DevOps or SRE background

• Open source development experience

As a Principal Technical Support Engineer, you will provide an important level of technical assistance to ensure that our highly-valued customers get the most out of the product. This position extends well beyond product support as you will take on the role of trusted partner to our customers. You will regularly collaborate with the customer's support teams to troubleshoot complex and challenging issues and join troubleshooting and technical discussions sessions to address technical topics. In this role you'll work closely with application teams to address multi-product issues and must have an acute understanding of the impact of mission critical activities. This is a highly skilled position that requires an engineer with initiative.

What you will do

• Act as the direct contact and adviser for customer inquiries about Red Hat OpenShift via ticketing tool, by phone and using remote access tools

• Deliver an exceptional customer experience by using professional communication, applying existing knowledge, and deep troubleshooting to resolve a variety of issues within the designated service-level agreement (SLA)

• Quickly analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner

• Collaborate with other support engineers and other internal teams and external parties during the problem resolution process

• Ability to multitask, prioritize, and work under pressure

• Outstanding troubleshooting skills and passion for problem solving and investigation

• Capability to front-ending the customer and internal stakeholders at the senior management level - Document diagnostic steps and create reusable solutions for future incidents

• Ability to work as part of a team and focus on customers and solving their issues

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

• Contribute to regional or global initiatives or projects

• 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

What you will bring

• Professional experience with configuring and troubleshooting OpenShift or Kubernetes with all of its components such as logging, monitoring, networking, storage and Service Mesh

• Professional experience with container related technologies like docker, podman, LXC, cri-o, runc

• Experience handling technical issues when escalated

• Experience with automation tools or scripting languages like Ansible, Bash, or Python

• Professional experience with networking technology through server, switch, or appliance configuration, key networking protocols, tunneling technologies, switching, and routing

• Proficient in Linux operation and administration

• Passion for problem-solving and investigation of the most complex customer and technical problems

• Good written and verbal communication skills in English

Following is considered a plus:

• Experience with OpenShift clusters in Baremetal is a plus

• Having any of the following Red Hat Certifications is a plus: Red Hat Certified Engineer (RHCE), Containers & Kubernetes (DO180)/Operating a Production Kubernetes Cluster (DO280), Scaling Kubernetes Deployments in the Enterprise (DO380)

• Knowledge of linux kernel is a plus

• Experience with Ceph storage and virtualization - Hands-on experience with Python and scripting languages, like Perl and bash

• Strong networking knowledge; networking security is a plus

• Experience with 5G is a plus

What you will do:

• Validate the identity of candidates

• Effectively manage multiple simultaneous certification exams

• Ensure timely start and completion of each individual exam session

• Monitor candidates with vigilance and intervene in the event of protocol variances

• Escalate to manager as appropriate

• Coordinate with the Exam Support team to facilitate technical assistance to exam participants

• Identify and assess queries so that the response is consistent with the Certification team’s guidance

• Provide accurate, valid, and complete information by using the right methods and tools

• Keep records of interactions

• Follow communication of procedures, guidelines, and policies

What you will bring:

• 3+ years of customer-facing experience with global customer exposure in a support role

• Ability to work in shifts outside normal business hours

• Excellent written and verbal communication skills in English, additional language is a plus

• Fast typing skills with high accuracy

• Advanced technical skills with browsers and network trouble shooting

• Detail-oriented with respect for academic integrity

• Ability to handle multiple priorities and manage time effectively

About the Job:

In this role, you will work in an agile team and contribute to the engineering of Red Hat OpenShift Container Platform and its supporting components in the core of Kubernetes. As a Principal Software Engineer, you will be a key contributor in implementing customer requirements and ensuring the evolving needs of Red Hat OpenShift’s rapidly growing customer base are met. You’ll need to work with various engineering teams as well as product management and other key stakeholders across the product to identify and prioritize features to existing and upcoming releases. You will work proactively with the open source Kubernetes community and lead the implementation of important improvements from the project in our software product.

What will you do:

• Develop architectural and design principles to improve performance, capacity, and scalability of product or custom solution built on a software product stack

• Experience as an architect or technical lead to handle aspects such as functionality, performance, resilience, reuse, comprehensibility, scalability, security, technology constraints, and tradeoffs.

• Ability to communicate architectural decisions effectively to both stakeholders and technical staff.

• Expertise to define a high-level structure of a software system (architecture), its main components and their interfaces; interactions of these components with each other and with external systems.

• Ability to provide architecture viewpoint on customer’s solution architecture & design in context of the product

• Develop features and bug fixes in Kubernetes and OpenShift within an agile team and as part of a global development organization.

• Become responsible for our product quality, participate in peer code reviews, continuous integration and delivery, respond to security threats

• Work with Engineering, Product Management, and Support stakeholders to prioritize customer facing features during the planning, development, and delivery.

• Act as a point of escalation for implementation of critical customer driven features and bug resolution.

• Follow the Kubernetes community and proactively lead the implementation of important improvements from the project in our product

• Develop architectural and design principles to improve performance, capacity, and scalability of product or customer built solution on software product

• Experience as an architect or technical lead to handle aspects as functionality, performance, resilience, reuse, comprehensibility, scalability, security, technology constraints, and tradeoffs.

• Ability to communicate architectural decisions effectively to both stakeholders and technical staff.

• Expertise to define a high-level structure of a software system (architecture), its main components and their interfaces; interactions of these components with each other and with external systems.

• Ability to provide architecture viewpoint on customer’s solution architecture & design in context of the product

What will you Bring:

• An engineering degree or higher, or equivalent in computer science or a related field

• Architectural mindset and expertise in architecting and designing new systems. Product Architecture experience

• 8+ years of experience writing code in programming languages such as Golang and Java

• Experience with containers and kubernetes

• Problem solving and troubleshooting skills with Root Cause Analysis experience

• Bachelor's degree in computer science or equivalent

• Hands-on learning and mid to senior level experience demonstrating implementation ownership of complex features individually and as a collaboration with others.

• Excellent written and verbal communication skills

The following are considered a plus:

• Experience of working with customers and helping them in their transformation journey as product advocate would be advantageous

• Familiarity with Red Hat Enterprise Linux (RHEL), CoreOS, Fedora or Red Hat OpenShift.

• Understanding of open source development models

• Prior participation in open source community software development or leadership

• Familiarity with enterprise application development

• Familiar with test-based development and agile or scrum methodologies

• Familiar with various observability tools: monitoring, logging, profiling, etc.

• Running applications on OpenShift

• Telling stories with data