Technical Account Manager – Platform

Role Overview

• Develop relationships with key business and IT stakeholders and become an expert on customers’ implementations by understanding their top business goals and priorities
• Understand customers' technical infrastructure, hardware, processes, and products
• Deliver key portfolio updates and assist customers with product upgrades
• Inform customers of technology changes or potential disruptions to their service and advise them on mitigation strategies
• Perform initial or secondary investigations and respond to online and phone support requests
• Troubleshoot technical issues and guide issue escalation with Red Hat and customer teams
• Provide advice and guidance to customers about their current and future use of Red Hat’s offerings
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Manage customer cases and maintain clear and concise case and customer documentation; craft customer engagement plans
• Build a sense of trust with customers and serve as their advocate within Red Hat
• Engage with Red Hat Engineering teams to help develop solutions, based on customer engagements, as well as personal experience, that guide platform adoption
• Ensure a high level of customer experience with each qualified engagement
• Analyze and present periodic reviews of operational performance to customer leadership
• Establish and maintain parity with Red Hat’s open hybrid cloud strategy
• Deliver trainings and presentations to customers’ staff
• Travel, as necessary, to visit customers or internal events

Requirements

• Prior experience in a support, development, engineering, or quality assurance organization
• Excellent understanding of Red Hat Enterprise Linux and related technologies like, but not limited to, networking, storage, identity management, and Satellite.
• Some experience with IT automation platforms (e.g., Ansible) and their concepts
• Ability to handle multiple issues and projects, while maintaining a high attention to detail
• Ability to manage and grow existing enterprise customer relationships
• Excellent verbal and written communication skills in English, with the ability to explain complex information to customers clearly and concisely
• Willingness to pursue certifications like Red Hat Certified Engineer (RHCE)
• Good collaboration skills; experience working with internal as well as external resources
• Ability to learn new technologies quickly
• Efficient time management, as well as the ability to prioritize tasks according to their importance and urgency
• Ability to manage multiple issues and projects with focus on detail, while not losing sight of the overall picture
• Ability to communicate effectively how Red Hat’s offerings align to customers’ needs and use-cases

Tech Stack

• Ansible
• Cloud
• Linux

Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Account
• healthcare and dependent care
• Health Savings Account
• high deductible medical plan
• Retirement 401(k) with employer match
• Paid time off and holidays
• Paid parental leave plans for all new parents
• Leave benefits including disability, paid family medical leave, and paid military leave
• Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!