Technical Account Manager - Red Hat Infrastructure & Automation

Overview

About the job

Red Hat's North American Services team is looking for an experienced, enterprise-level engineer with a background in IT automation technologies to join us remotely as a Technical Account Manager (TAM) in the Western or Central United States. In this role, you will work with a small set of enterprise customers to provide architectural guidance and implementation advice for Red Hat's infrastructure portfolio and the Ansible Automation Platform suite of solutions.

This is not a sales role. You'll be a dedicated professional services associate and a member of the Red Hat engineering, customer engagement, 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, home-based applicants throughout the US Central, Mountain, and Pacific time zones will be considered to work remotely.

• Support enterprise customers implementing automated and containerized cloud application platform solutions
• Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Forewarn customers of technology changes or potential disruptions to their service and advice on mitigation strategies
• Provide advice and guidance to customers about their current and future Red Hat products
• Troubleshoot technical issues and drive issue escalation with Red Hat and customer teams
• Complete analysis and present periodic reviews of operational performance to customer leadership
• Manage customer use cases and maintain clear and concise case documentation
• Create customer engagement plans and keep the documentation on the customer's environment updated
• Manage and grow customer relationships by delivering attentive, relationship-based support
• Build a sense of trust with customers 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 and mentor for specific technical or process areas
• Partner closely with internal engineering, product management, and technical support teams to debug, test, and resolve issues
• Travel, as necessary, to visit customers and attend events within the region

• A 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 organization
• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
• Competent comprehension of enterprise architecture and strategic business drivers
• 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 in straightforward terms; specifically to align Red Hat's offerings to customer needs
• Growth mindset and willingness to learn; including earning technology certifications as part of the onboarding and professional development process
• Outstanding verbal and written communication skills; ability to convey complex information to customers clearly and concisely
• Reside in the U.S. Pacific, Mountain or Central time zones

• Bachelor's degree in a technology-related discipline, preferably computer science or engineering
• Red Hat Certified Engineer (RHCE)
• Experience with cloud computing and cloud providers, like Microsoft Azure, Amazon Web Services, Google Compute Platform, and IBM Cloud
• Familiarity with source code management tools like Git or Apache Subversion
• Familiarity with a variety of hardware vendors
• Prior experience working in a technical leadership or mentorship role

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