Senior Customer Success Architect Phased Gates Team (EMEA)

Join the engineering core of Red Hats proactive support strategy and be a key driver of our AI-first mission. The Phased Gates Team (PGT) is our AI-augmented Supportability Intelligence Center of Excellence and we are looking for an innovative technical architect to help build the technology that makes customer environments stable and predictable.
In this role you will be a hands-on engineer and an AI innovator. You will not only use your deep technical expertise to build our Supportability Engine API but you will also be responsible for infusing AI into every aspect of your workfrom accelerating rule development and code generation to analyzing field data and enhancing communication. You will be a technical expert a proactive problem-solver and a key partner in making reactive support the exception not the rule.

What You Will Do

• Act as an innovation driver by actively integrating AI into all aspects of your job. You will leverage AI tools to accelerate rule development optimize code assist in building our API and MCP analyze complex data and draft technical communication and documentation.

• Leverage your deep technical proficiency (e.g. in Openshift Virtualization) to design and maintain the complex rules that power our Technical Supportability Review (TSR) using AI-driven insights to identify new rule candidates and improve existing logic.

• Partner with our senior-most technical leaders to actively prototype test and validate new predictive models. Your role is not just to test but to provide the critical expert-in-the-loop feedback that makes our AI smarter and more accurate.

• Be a key technical contributor to the development and maintenance of our new Supportability Intelligence Engine provided as-a-service using automation and AI-assistive tools to accelerate development testing and documentation.

• Drive complex technical engagements with customers delivering TSRs and using AI tools to help summarize highly technical findings into clear customer-friendly reports and action plans.

• Act as a primary technical liaison to the Field Quality Team (FQT). You will consume their data-backed insights and use your analytical skills (both human and AI-assisted) to translate them into effective new rules for the TSR.

What You Will Bring

• Deep expertise in Red Hat OpenShift/Kubernetes. A strong background in OpenShift Virtualization (CNV/KubeVirt) is highly preferred while familiarity with our broader management and security ecosystem (ACM ACS Quay) is a plus.

• 5-8 years of relevant industry experience with a commitment to achieving RHCE certification within 3 months.

• Practical scripting experience (Python Bash) and a solid grasp of software development principles; API/MCP development experience is a plus.

• Proven ability to leverage AI tools (e.g. code assistants LLMs anomaly detection) for problem-solving and process augmentation.

• Strong critical analysis skills to validate and ensure the accuracy and relevance of AI-generated output.

• Excellent AI-augmented communication and presentation skills with the ability to build trust across Technical Support Product Management and Engineering.

• A proactive customer-first problem-solver who uses automation and AI-augmented solutions to handle complex engagements and consistently exceed expectations.

• A collaborative team player who actively mentors peers particularly in sharing new AI techniques.

#LI-NG1

About Red Hat

Red Hat is the worlds 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. Were 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 Hats 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.

Equal Opportunity Policy (EEO)
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Required Experience:

Senior IC

Employment Type : Full-Time
Experience: years
Vacancy: 1