Technical Account Manager

About the job:

Red Hats Services team is seeking an experienced and highly skilled support engineer or systems administrator with an overall 610 years of experience to join us as Technical Account Manager for our Telco customers covering Red Hat OpenStack and Red Hat OpenShift Container Platform. In this role youll provide personalized proactive technology engagement and guidance and cultivate highvalue relationships with clients as you seek to understand and meet their needs with the complete Red Hat portfolio of products. As a Technical Account Manager you will provide a level of premium advisorybased support that builds maintains and grows longlasting customer loyalty by tailoring support for each of our customers environments facilitating collaboration with their other vendors and advocating on the customers behalf. At the same time youll work closely with our Engineering R&D Product Management Global Support Sales & Services teams to debug test and resolve issues.

What will you do:

• Perform technical reviews & share knowledge to proactively identify & prevent issues

• Understand your customers technical infrastructures hardware processes and offerings

• Perform initial or secondary investigations and respond to online and phone support requests

• Deliver key portfolio updates and assist customers with upgrades

• Manage customer cases and maintain clear and concise case documentation

• Create customer engagement plans & keep documentation on customer environments updated

• Ensure a high level of customer satisfaction with each qualified engagement through the complete adoption life cycle of our offerings

• Engage with Red Hats field teams customers to ensure a positive platform & cloud technology experience and a successful outcome resulting in longterm enterprise success

• Communicate how specific Red Hat platform & cloud solutions and our cloud roadmap align to customer use cases

• Capture Red Hat product capabilities and identify gaps as related to customer use cases through a closedloop process for each step of the engagement life cycle

• Engage with Red Hats product engineering teams to help develop solution patterns based on customer engagements and personal experience that guide platform adoption

• Establish and maintain parity with Red Hats platform & cloud technologies strategy

• Contribute internally to the Red Hat team share knowledge and best practices with team members contribute to internal projects and initiatives and serve as a subject matter expert (SME) and mentor for specific technical or process areas or process areas

• Travel to visit customers partners conferences and other events as needed

What will you bring:

• Bachelors degree in science or a technical field; engineering or computer science

• Competent reading and writing skills in English

• Ability to effectively manage and grow existing enterprise customers by delivering proactive relationshipbased bestinclass support

• Upstream involvement in open source projects is a plus

• RHOSP

  • Proven & strong system administration and troubleshooting experience with Red Hat OpenStack

  • Experience in a support development engineering or quality assurance organization

• RHOCP

  • Experience in Red Hat OpenShift Container Platform (RHOCP) or Kubernetes or Dockers cluster management

  • Understanding of RHOCP Architecture & different types of RHOCP installations

  • Experience in RHOCP Troubleshooting and data/logs collection

  • Strong working knowledge of Prometheus and Grafana open source monitoring solutions will be considered a plus

  • Administration experience of Red Hat OpenShift v4.x will be considered a plus

About Red Hat

Red Hat is the worlds leading provider of enterprise open source software solutions using a communitypowered approach to deliver highperforming Linux cloud container and Kubernetes technologies. Spread across 40 countries our associates work flexibly across work environments from inoffice to officeflex 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)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race color religion sex sexual orientation gender identity national origin ancestry citizenship age veteran status genetic information physical or mental disability medical condition marital status or any other basis prohibited by law.

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