Field Quality Engineer - Red Hat Critical Accounts Program (Brno Office, Czech R

The Red Hat Critical Accounts Program (CAP) team is seeking a Field Quality Engineer to join the Field Quality Team (FQT). CAP’s mission is to champion a reactive, proactive and preemptive approach, to bring order to chaotic situations, strengthening customer trust and confidence in Red Hat. As a Field Quality Engineer you will collaborate with motivated individuals across Product Management, Engineering, Quality Engineering, Documentation, and Support to identify, troubleshoot, and prioritize customer issues, leveraging their product experience.

In this position, you will gain insight into how customers utilize Red Hat’s products, both individually and as integrated solutions, and advocate for an improved user experience across development and support. In doing so, you will help shape a stronger portfolio strategy that prioritizes the customer perspective at every stage. Product Managers/Field Quality Engineers bring expertise from diverse technical backgrounds such as development, DevOps, product management, and support. They play a key role in shaping the customer experience through strong cross-functional collaboration. Their work focuses on projects and processes that are bridging Technical Support with Engineering and Product Management, identifying critical trends, helping identify and prioritize improvements, and supporting customer-facing teams, such as Technical Support, by ensuring they receive the necessary technical enablement and everything they need to effectively support every new product release. While this is not a hands-on coding or DevOps role, experience in these areas is valuable for effectively influencing the global delivery of our products. The work location is flexible within the Czech Republic, with a preference for the Red Hat office in Brno.

What you will do

• Manage and streamline requests for exceptions to our standard support process and scope by partnering with key stakeholders to ensure timely, efficient resolution of internal requests made on behalf of customers.

• Analyze support and operational data to identify trends, uncover opportunities, and drive continuous improvement.

• Collaborate cross-functionally to refine and standardize processes, making them more measurable, scalable, and effective.

• Collaborate with Technical Support and Engineering to ensure technical enablement needs for new product launches are identified and effectively addressed.

• Proactively identify systemic inefficiencies in how Support interacts with Engineering and Product Management, and lead efforts to implement practical, long-term solutions.

• Leverage day-to-day operational insights to spot and act on areas for improvement.

• Drive consistency and standardization across support-related processes to enhance overall team performance and alignment.

What you will bring

• Proven ability to collaborate across teams - including Product Management, Engineering, Quality, Documentation, and Support.

• Experience in prioritizing customer issues using trend analysis and direct feedback is a strong advantage.

• Self-motivated, adaptable, and a continuous learner who thrives in a collaborative, team-oriented environment.

• Relevant education or hands-on experience in technical support, sustaining engineering, development, product management, or similar roles within an enterprise environment.

• Strong troubleshooting mindset and creative problem-solving skills, with the ability to manage time effectively and work independently.

• Familiarity with the Red Hat products ecosystem is a plus.

• Proficient verbal and written communication skills in English.

• Ability to read and write basic scripts; familiarity with coding concepts is a plus.

• Familiarity with tools such as Salesforce, Jira and/or GitLab.

• Experience contributing to open source projects is a strong advantage.

About Red Hat

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.

Inclusion at Red Hat
Red Hat’s 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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