Enterprise TAM: Ansible & RHEL Expertise; Remote

The Red Hat Technical Account Management team is looking for an enterprise-level engineer with a background in IT automation technologies to join us remotely as a Technical Account Manager in the Northeast US. In this role, you will work with a small set of enterprise customers to provide architectural guidance and implementation advice for Red Hat Enterprise Linux as well as Red Hat Ansible Automation Platform suite of solutions, which includes Red Hat Ansible Controller, Private Automation Hub and Red Hat Ansible Core.

This is not a sales role. You'll be a dedicated customer engagement associate and a member of the Red Hat engineering and technical support teams. As a Technical Account Manager, 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.

Well-qualified applicants within the eastern U.S. will be considered to work remotely within states and provinces in which Red Hat is registered to do business.

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 customer key business and IT stakeholders and become an expert on their implementations by understanding their top business goals and priorities
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Gain understanding of customer technical infrastructures and environments, hardware, and offerings
• Partner closely with engineering, development, product management, and technical support teams to debug, test, and resolve issues
• Guide customers through technology changes or potential disruptions to their service and advise them on mitigation strategies
• 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; analyze and present periodic reviews of operational performance to customer leadership
• Manage and grow customer relationships by delivering attentive, relationship-based support
• Travel, as necessary, to visit customers or attend internal events, following Red Hat's COVID-19 guidelines

• Experience with RHEL, Red Hat Ansible Automation Platform and Red Hat Satellite
• Combination of technical and customer-facing skills and willingness to embrace and further develop both
• Linux or UNIX system administration experience; excellent understanding of Linux and related technologies like management, networking, and storage
• Experience with IT automation, configuration management, application deployment, and infrastructure orchestration technologies
• Experience working in a support, development, engineering, or quality assurance (QA) organization
• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
• Experience with enterprise datacenter environments and operations
• Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience
• Ability to explain complex information, like aligning Red Hat's offerings to customer needs or use cases with customers in straightforward terms
• Growth mindset and willingness to learn; including earning specific technology certifications as part of your onboarding and professional development process
• Outstanding written and verbal communication skills in English
• Excellent collaboration skills; ability to manage internal and external communications and prioritize tasks according to their importance and urgency

• Red Hat Certified Engineer (RHCE) certification
• Experience with technologies like Red Hat Enterprise Linux (RHEL), Red Hat Satellite, Red Hat Ansible Automation Platform, Red Hat Open Shift Container Platform, Red Hat Open Stack Platform, etc.
• Experience with cloud computing and different cloud providers like Microsoft Azure, Amazon Web Services (AWS), Google Compute…