Field Quality Engineer - Red Hat Critical Accounts Program - Remote

Overview

The Red Hat Critical Accounts Program (CAP) team is seeking a Field Quality Engineer to join the Field Quality Team (FQT). CAP’s mission is to champion a reactive, proactive and preemptive approach, to bring order to chaotic situations, strengthening customer trust and confidence in Red Hat.

In Short

• Collaborate with Product Management, Engineering, Quality Engineering, Documentation, and Support.
• Identify, troubleshoot, and prioritize customer issues.
• Gain insight into customer utilization of Red Hat’s products.
• Advocate for improved user experience across development and support.
• Manage and streamline requests for exceptions to standard support processes.
• Analyze support and operational data to identify trends.
• Collaborate cross-functionally to refine and standardize processes.
• Proactively identify systemic inefficiencies and implement solutions.
• Drive consistency and standardization across support-related processes.
• Support customer-facing teams with technical enablement.

Requirements

• Proven ability to collaborate across teams.
• Experience in prioritizing customer issues using trend analysis.
• Self-motivated, adaptable, and a continuous learner.
• Relevant education or hands-on experience in technical support or similar roles.
• Strong troubleshooting mindset and creative problem-solving skills.
• Familiarity with Red Hat products ecosystem is a plus.
• Proficient verbal and written communication skills in English.
• Ability to read and write basic scripts; familiarity with coding concepts is a plus.
• Familiarity with tools such as Salesforce, Jira, and/or GitLab.
• Experience contributing to open source projects is a strong advantage.

Benefits

• Flexible work environment.
• Inclusive culture based on open source principles.
• Opportunity to work with a diverse team.
• Encouragement to contribute ideas and solve complex problems.
• Equal opportunity workplace and affirmative action employer.