Technical Account Manager - Platform

Red Hat's Public Sector Technical Services team is looking for an experienced, enterprise-level system engineer to join us as a Platform Technical Account Manager (TAM) with industry experience managing all aspects of RHEL systems. In this role, you'll work with either one customer or a small set of key customers to provide technical and architectural guidance for the Red Hat infrastructure portfolio.

You will provide a level of premium support that builds, maintains, and grows long‑lasting customer loyalty by tailoring support for each of our customer's environments, facilitating collaboration with their other vendors, and advocating on their behalf. This position may involve hands‑on support. Target locations are within the Eastern or Central US Time Zones.

Note:

This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws.

• 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

• 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, and the ability to prioritize tasks according to their importance and urgency
• Ability to communicate effectively how Red Hat’s offerings align to customers’ needs and use‑cases
• Living within the United States and being a U.S. Citizen is required

• Bachelor’s degree in a technology‑related discipline, preferably computer science or engineering
• Red Hat Certified Engineer (RHCE) certification
• Previous practical experience with Red Hat technologies like Red Hat Enterprise Linux (RHEL), Red Hat Satellite, Red Hat Open Shift Container Platform, Red Hat Open Stack Platform, Red Hat Ansible Automation Platform, etc.
• Experience with cloud computing and different cloud providers like Microsoft Azure, Amazon Web Services (AWS), Google Compute Platform (GCP), or IBM Cloud
• Active US Government…