Product Operations Engineer - Red Hat Enterprise Linux

Job Summary

Come join one of the fastest growing enterprise software and services companies and the leader of open source software. The Red Hat Portfolio Lifecycle Management (PLM) team is looking for a Principal Product Operations Engineer. In this role you will understand how customers use Red Hat products individually and as part of a portfolio solution and to amplify the user experience throughout the development cycle. Members of the Product Operations Engineering team use their technical expertise and experience to identify and prioritize customer-impacting issues, develop risk mitigation strategies, plot life cycle changes and impact, and use and develop repeatable, efficient processes and procedures.

A Product Operations Engineer brings their know-how and experience - either from a development, DevOps, or other technical background - to work closely with the Product Management, Engineering, Quality Engineering, and other teams to focus on identifying technical customer trends that need focus, helping prioritize fixes, features, and roadmap items.  Product Operations streamlines Engineering processes and facilitates high-impact decision-making.  

You will help to empower the larger PLM team to focus on our portfolio strategy by ensuring that the individual products are developed with the customer experience as a strong influence. A positive product experience benefits our customers as well as our peers by ensuring improvements through the life of a product.

The PLM team is dedicated to delivering a unified strategy across the Red Hat portfolio. This strategy amplifies customer feedback, influences the end-to-end product development cycle, and promotes an improved product experience. PLM advocates product and solutions effectiveness across Red Hat and provides a top-down portfolio view. Successful applicants must reside in a state where Red Hat is registered to do business.

What you will do

• Use data to identify customer trends and guide a product roadmap
• Assist in the development of comprehensive and reusable self-service solutions for future incidents
• Deconstruct complex technical issues and work with peers to identify improvements, ideally as simple as possible for customer consumption
• Exercise sensible judgement in selecting methods and techniques for obtaining solutions
• Analyze upstream development against current customer reported product defects
• Understand, develop, and promote good practices for long-term solutions
• What you will bring
• Ability to collaborate with peers in our Product Management and Engineering to prioritize customer issues based on trend analysis and feedback
• Highly motivated self-learner and ability to work in a team, constantly improving and adapting and contributing to the team
• BS or higher in computer science or other technical discipline, or equivalent work experience
• 2+ years of experience as a support, sustaining, or development engineer or other directly related experience in an enterprise environment
• 2+ years of experience with Linux in a systems administrative or DevOps role; 3+ years of experience is a plus
• Continuous integration (CI) or continuous delivery (CD) pipeline automation experience using Chef, Puppet, Ansible, or Jenkins
• Solid troubleshooting mindset, creative problem-solver, capable of self-direction, and effective time management
• Passionate about technology and customers; committed to providing the best experience possible for Red Hat customers
• Record of solving complex problems efficiently
• Ability to read and write code is a strong preference
• Usage of data analysis tools like Tableau is a plus
• Experience using Git and Github is a plus
• Upstream involvement in open source projects (patches submitted for upstream inclusion) is a plus

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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.

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