Sr. Platform Partner Technical Account Manager; PTAM

Position: Sr. Platform Partner Technical Account Manager (PTAM)
About the role:

In this role, you will collaborate with a dedicated team of Red Hatters supporting our partners. You will provide hands-on technical and architectural guidance for partners building solutions using Red Hat Enterprise Linux. At Red Hat, partner support includes far more than just “break-fix” solutions. Partners get industry-leading resources that enable their technical solutions and customer-facing services to run efficiently, so they can focus on growing their businesses.

Partner Technical account management is a premium support offering that builds, maintains, and grows long-lasting loyalty between Red Hat and our partners.

You will forge relationships with your partners, develop a deep technical understanding of their Red Hat implementation, share technical best practices and act as point of contact for any major incidents, managing the partner’s expectations and communications through resolution of such incidents. You will tailor support for each partner, work closely with the extended virtual account team and advocate on their behalf.

At the same time, you'll work closely with our Engineering, Research and Development, Product Management, and Global Support teams to debug, test, and resolve issues. As a Red Hat PTAM, you will be supported in your career with continuous learning offerings, certification support, and challenging growth opportunities.

The ideal PTAM is a team player, enjoys working hard, exhibits technical and business acumen, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly and uses their time efficiently.

What you will do:

Develop relationships with key business and IT stakeholders and become an expert on a partner’s solutions by understanding their top business goals and priorities

Perform technical reviews and share knowledge to proactively identify and prevent issues

Forewarn partners of technology changes or potential disruptions to their service and advise on mitigation strategies

Provide advice and guidance to partners about current and future Red Hat products

Troubleshoot technical issues and drive issue escalation with Red Hat, partner and customer teams

Complete analysis and present periodic reviews of operational performance to leadership

Manage partner use cases and maintain clear and concise case documentation

Create partner engagement plans and keep documentation relevant to a partner's solution updated

Manage and grow partner relationships by delivering attentive, relationship-based support

Build a sense of trust with partners and serve as their advocate within Red Hat 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

Collaborate with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues

Travel, as necessary, to visit partners and attend events within the region

Technology specific:
Red Hat Enterprise Linux Support enterprise partners implementing Red Hat Enterprise Linux based products and services

Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms

Establish and maintain parity with Red Hat cloud technologies strategy

Engage with Red Hat’s product engineering teams to help develop solution patterns, based on partner engagements, as well as personal experience, that drive platform adoption

Engage with Red Hat’s field teams, customers, and partners to ensure a positive cloud technology experience and a successful outcome resulting in long-term enterprise success

Communicate how specific Red Hat cloud solutions and our cloud roadmap align to partner use cases

What you will bring:5+ years of Linux system administration experience

Hands-on experience with Red Hat Enterprise Linux in an enterprise grade production environment

Experience administering linux storage using logical volumes

Versed in Linux patching…