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 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 (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. 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