Technical Account Manager jobs at Red Hat in India

What you will do?

• Partner with the OpenShift Container Platform, OpenShift Dedicated, OpenShift Online and OpenShift Origin communities to develop and review patches and test cases

• Analyze upstream development against current customer reported defects and develop patches to resolve the issue

• Use tools like curl, git, docker, kubernetes, strace, and wireshark to investigate and troubleshoot technical issues

• Record customer interactions including investigation, troubleshooting, and resolution of issues

• Work closely with Red Hat development engineering, and assist production support engineers and technical account managers

• Partner with Red Hat strategic cloud partners such as Microsoft to jointly solve multi-vendor customer issues.

• Demonstrate considerable judgment in selecting methods and techniques to obtain solutions

• Maintain a commitment to providing the best experience possible for Red Hat customers

• Manage your workload to ensure that all customer issues are handled and resolved in a timely manner

• Assist in the development of comprehensive and reusable self-service solutions for future incidents

What you will bring?

• Bachelor's degree in a technical field; engineering or computer science is preferred

• 3+ years of experience as a support or development engineer for Platform as a Service Provider or Hosting Service.

• 3+ years of experience with Linux, or Unix operating systems.

• Experience working with hosted applications, or large scale application deployments.

• Experience with docker, kubernetes, openvswitch, JBoss, Tomcat, NodeJS, Ruby (web frameworks), Python (web frameworks), Azure and .NET.

• Experience with AWS, CloudFoundry is a plus

• Experience with developer workflows, Continuous Integration (Jenkins) and Continuous Deployments paradigms.

• Good understanding of Linux tools, with an emphasis on curl, git, docker, kubernetes, strace, wireshark.

• Linux operating system installation, configuration, upgrade, and maintenance experience is highly preferred

• Solid development-level experience with multiple programming languages and experience writing patches or pull requests.

• Upstream involvement in open source projects (patches submitted for upstream inclusion) is a plus

• Excellent reading and writing skills in English; fluent English language skills are preferred

• Commitment to providing the best experience possible for Red Hat customers

What will you do?

• Communication with Red Hat customers / internal stakeholders regarding non-technical and technical support

• Guide customers through best practices, product features, and technical requirements

• Develop and update support documentation, FAQs, and knowledge base content to enhance the customer self-service experience

• Ability to handle multiple tasks and effectively prioritize them to achieve goals and meet business expectations

• Work with Red Hat enterprise customers across the globe on a periodical 24x5 support rotation, including shift-based schedules to support global customer

• Handle multiple tickets simultaneously, prioritizing based on impact and urgency to meet service level agreements (SLAs)

• Diagnosis, troubleshooting, resolution, and/or escalation of issues

• Working as a collaborative team member, who puts the customer first and is keen to proactively find solutions

• Researching customer issues, and recording information in our knowledge base for future use

• Understanding the technical terms enough to probe the right questions to help the technically-focused customers and the engineers to better troubleshoot the issue

• A commitment to learning and professional development, which is likely to include studying for Red Hat certifications (e.g. RHCSA, RHCE) in 6 months of joining to stay current with evolving technologies

What will you bring?

• 3+ years of experience in the customer service industry, gained either through relevant education or work experience

• Must have basic RHEL certifications, RHCSA / RHCE. Must have fundamental troubleshooting skills of Yum/DNF/RPM, Installation of RHEL, System upgrade (Online/Offline)

• Exceptional customer service skills, with experience working on projects and content creation in a customer facing environment

• A passion for problem solving and investigation, coupled with the ability to critically analyze complex issues

• Ability to work under pressure in a fast-paced environment while managing multiple priorities

• Quick learner with career focused mindset

What will you do?

• Meticulous reporting skills, such that the status of projects are always clear and highly visible

• Create and maintain timelines and key results, ensuring that teams are engaged in the mission

• Present and report on progress to stakeholders

• Keep privacy and security standards top of mind, as you plan roadmaps for platform solutions

• Leverage best practices processes and demonstrate prolific project management skills to guide execution cross-functionally across all stakeholders

• Collaborate closely with other UXE workstream leads to drive results across the org

• Operate in an inclusive meritocracy to solve problems effectively and efficiently

What will you bring?

• Ability to work on high-visibility projects which require fast turnaround on communications

• Tenacity to track down necessary teams and PMs and coordinate collaboration

• 5+ years of program, project, or product management experience, with at least 2 years leading platform or infrastructure-related programs

• Excellent written and verbal communication skills

• Solid project management skills; detail-oriented and thorough in your approach to projects

• Experience building and executing complex communication plans across several orgs

• Experience working with and serving teams of engineering, business, and design stakeholders

• Familiarity with agile practices and ability to balance engineering and UX agility with longer-term stakeholder planning needs

• Experience with Jira, Confluence, and ServiceNow a must

• Desire to work in an open organization; open source participation a plus

• Familiarity with security and privacy standards, such as data governance, GDPR, SOC2, or other internal compliance frameworks a plus

Job Summary

You’ll get hands-on experience with many cutting-edge technologies such asNative Kubernetes Security, ServiceMesh, GitOps and Ansible.

What you will do

• Build and own trusted relationships with key customer stakeholders to gain a deep understanding of their business, IT environments, and strategies. Use this insight to appropriately propose Red Hat solutions

• Create and utilise existing technical content and demos for publication that shows customers how to implement specific solutions or use new technologies

• Use education sessions, technology validations, and workshops to guide engaging conversations with customers that solve their problems and result in the successful adoption of Red Hat’s offerings and solutions

• Research and write the responses to technical sections of RFIs, RFPs, and RFQs

What you will bring

• Record of developing relationships at developer and executive levels throughout large enterprise IT organizations

• Demonstrated communication and presentation skills

• A technical background, with an understanding of infrastructure operations, agile development, CI/CD, DevSecOps and associated capabilities.

• An understanding of automation, microservices and containerization is welcome.

• Understanding of and experience with public cloud technologies such as AWS and/or Microsoft Azure is welcome

• Industry certifications - AWS, Azure, Kubernetes (Desirable)

• Understanding the Open Source or contributing to Open Source projects

What you will do?

• Work closely with content strategists, DPMs, engineering teams, support teams, and other stakeholders to create and maintain accurate, high-quality documentation for desired audiences within the scheduled timeline.

• Actively participate in feature meetings to stay on top of developments and to advocate for the user

• Respond to customer feedback to address content gaps and promote continuous improvement of the documentation experience

• Collaborate across various writing teams to help improve processes for content creation, delivery, and maintenance

• Provide feedback and mentor other technical writers to improve the quality and consistency of our content

• Keep up to date on changes to our toolchain, versioning systems, customer use cases, support issues, and business strategy

• Devote time to research and increase your understanding of your product area, including related trends and topics in artificial intelligence (AI), machine learning (ML), and machine learning operations (MLOps)

What you will bring?

• 5+ years of experience as a Technical Writer

• Experience with DITA

• Ability to independently conduct research and collaborate with technical and subject matter experts to produce and improve documentation

• Ability to understand and explain complex technical concepts concisely

• Proficiency in modular authoring and version control systems

• Experience with software and documentation development life cycles

• Experience writing documentation to meet accessibility and usability requirements

• Experience using a writing style guide

• Familiarity with structured, topic-based authoring and information architecture

• Knowledge of AI, ML, and MLOps concepts and technologies

The following are considered a plus:

• Knowledge of open source philosophies and Red Hat products

• Hands-on experience with Linux

• Hands-on experience with Git

• Experience with Search Engine Optimization (SEO) in the context of product documentation

• Experience in leading cross-team initiatives and mentoring writers

• Familiarity with agile methodology.

What you will do?

• Work closely with content strategists, DPMs, engineering teams, support teams, and other stakeholders to create and maintain accurate, high-quality documentation for desired audiences within the scheduled timeline.

• Actively participate in feature meetings to stay on top of developments and to advocate for the user

• Respond to customer feedback to address content gaps and promote continuous improvement of the documentation experience

• Collaborate across various writing teams to help improve processes for content creation, delivery, and maintenance

• Provide feedback and mentor other technical writers to improve the quality and consistency of our content

• Keep up to date on changes to our toolchain, versioning systems, customer use cases, support issues, and business strategy

• Devote time to research and increase your understanding of your product area, including related trends and topics in artificial intelligence (AI), machine learning (ML), and machine learning operations (MLOps)

What you will bring?

• 5+ years of experience as a Technical Writer

• Experience with DITA

• Ability to independently conduct research and collaborate with technical and subject matter experts to produce and improve documentation

• Ability to understand and explain complex technical concepts concisely

• Proficiency in modular authoring and version control systems

• Experience with software and documentation development life cycles

• Experience writing documentation to meet accessibility and usability requirements

• Experience using a writing style guide

• Familiarity with structured, topic-based authoring and information architecture

• Knowledge of AI, ML, and MLOps concepts and technologies

The following are considered a plus:

• Knowledge of open source philosophies and Red Hat products

• Hands-on experience with Linux

• Hands-on experience with Git

• Experience with Search Engine Optimization (SEO) in the context of product documentation

• Experience in leading cross-team initiatives and mentoring writers

• Familiarity with agile methodology.

About the Job

Data and AI team is looking for a Engineering Manager to lead the Platform practice for the next generation SaaS based data and AI products. You will interact with product managers, Red Hat Sales, Marketing, Finance teams and data platform and product engineers to deliver a sophisticated data as-a-service platform. You'll coach and develop software engineers as they build the Platform, Infrastructure-as-code components, platform observability, agentic AI capabilities and other software to autonomously manage the environment, and guide problem management resolution (PMR) analysis when things go wrong. You’ll work in a fast-paced globally distributed team while quickly learning new skills and creating ways to consistently meet service-level agreements (SLAs) for our data products.This role requires a leader with a proven record of navigating the complexities of working across multiple organizations, helping define and gain consensus on strategy and direction, and aligning the team(s) toward those end goals.

What you will do

• Support engineering team to foster and deliver in an inner-source manner

• Develop, and retain a team of engineers developing and operating Red Hat’s data-as-service platform

• Coach engineers on good engineering principles: writing good code, automation, observability, toil reduction, and root cause analysis

• Manage high-visibility project delivery, including estimation, schedule, risks, and dependencies

• Design processes and communication norms that facilitate coordination across a fast-moving, fast-growing, diverse global team

• Lead your team through frequent changes in organization, process, and technology commensurate with a high growth cloud service in a competitive market

• Participate in a periodic 24x7 management escalation on-call rotation

What you will bring

• 10-12 years of hands on developing and maintaining software.

• 5+ years experience managing high performing engineering teams

• Previous software engineering experience delivering data products, applications, or services on cloud native or hybrid platforms

• Experience with Agile methodologies and working in a DevOps culture with continuous integration / continuous deliveries

• Ability to lead distributed, remote teams working across multiple time zones

• Ability to discuss complex technical issues with engineers, product managers, and less-technical stakeholders including customers and senior leaders

• Understand and collaborate with compliance teams to make sure Platform and Products are compliant as per regulation.

• Experience hiring and developing engineers

• Experience in communication with stakeholder and leadership

The following are considered a plus:

• Experience with platforms like Kuberentes/OpenShift and Kubernetes Operators, Prometheus, Graphana etc

• Experience with Go and Python for developing scaling backend software.

• Experience with building full stack applications

• Knowledge of SaaS technologies like Snowflake, Fivetran, Astro etc.