Senior Customer Success Architect - Phased Gates Team (EMEA)

Overview

In this role you drive AI‑enabled supportability initiatives within RedHat's Phased Gates Team, building the Supportability Engine API and infusing AI across development, data analysis, and customer communications. You’ll work hands‑on as an engineer and AI innovator to accelerate rule development, improve predictive logic, and translate data insights into actionable outcomes for customers. You’ll collaborate with senior technical leaders to prototype models and deliver AI‑assisted, trusted technical guidance. This is a mission‑driven opportunity to reduce reactive support and scale proactive, AI‑driven outcomes.

Benefits

• Infuse AI across the role and work streams to accelerate rule development, code generation, API and MCP development, data analysis, and technical communication.
• Design and maintain complex TSR‑powered rules using AI‑driven insights to identify new candidates and improve logic.
• Prototype, test, and validate predictive models in collaboration with senior technical leaders, providing expert‑in‑the‑loop feedback.
• Contribute to the development and maintenance of the Supportability Intelligence Engine as‑a‑service with automation and AI‑assisted tooling.
• Lead and participate in complex customer engagements, delivering TSRs and translating findings into clear reports and action plans.
• Serve as a primary technical liaison to the Field Quality Team (FQT), translating data‑backed insights into effective new TSR rules.

Responsibility & Qualifications

• Deep expertise in RedHat OpenShift/Kubernetes; OpenShift Virtualization (CNV/KubeVirt) highly preferred; familiarity with ACM, ACS, Quay a plus.
• 5–8 years of relevant industry experience; RHCE certification targeted within 3 months.
• Scripting experience (Python, Bash) and solid software development fundamentals; API/MCP development experience preferred.
• Proven ability to leverage AI tools (code assistants, LLMs, anomaly detection) for problem‑solving and process augmentation.
• Strong analytical skills to validate AI outputs and ensure relevance and accuracy.
• Excellent AI‑augmented communication and presentation skills to build trust across teams.
• Proactive, customer‑first problem‑solver using automation and AI‑powered approaches to handle complex engagements.
• Collaborative team player with experience mentoring peers in AI techniques.