Senior Customer Success Architect - Phased Gates Team (EMEA)

Join the engineering core of Red Hat's 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 work—from 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 target="_blank">Red Hat is the world’s leading provider of enterpriseopen 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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