Technical Account Manager – Middleware jobs at Red Hat in United States, Kent

What you will do:

• Become a Red Hat technical ambassador, working closely with a small number of customers using Middleware technologies; develop relationships with key business and IT stakeholders, including customer managers and technical associates

• Deliver key portfolio updates and assist customers with upgrades of our offerings; advise customers on technology changes, mitigation strategies, and potential disruptions to their service

• Conduct technical investigations of customer issues to find root causes and solutions on your own or through collaboration with fellow Red Hatters 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; create customer engagement plans

• Handle customer escalations with Red Hat and customer teams

• Engage with Red Hat’s engineering teams to help develop solutions, based on customer engagements as well as personal experience, that will guide product adoption

• Analyze and present periodic reviews of operational performance to customer leadership

• Deliver trainings and presentations to customer associates

• Travel, as necessary, to visit customers or attend internal events

• Collaborate with third-party hardware and software vendors

What you will bring:

• Combination of technical and customer-facing skills and the desire to embrace and develop both

• Prior professional experience in a support, development, engineering, or quality assurance (QA) organization, including technical and communication skills

• Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience

• Growth mindset and willingness to learn (as part of your onboarding and further development process, you are expected to obtain specific technology certifications such as RHCE/OCP/OSP/Ansible.)

• Native level Spanish Language skills and excellent verbal and written communication skills in English; ability to explain complex information, such as aligning Red Hat’s offerings to customer needs or use cases, to customers in straightforward terms

• Effective collaboration skills for working with internal and external associates; ability to manage internal and external communication and prioritize tasks according to their importance or urgency

• Interest in developing technical skills and future development into OCP/ Ansible/ RHEL direction

Middleware TAM Technical Skills

• Knowledge of the JEE/Jakarta platform

• Experience analyzing and troubleshooting large-scale Java application issues through configuration, log analysis, thread stack, heap dump analysis, and JVM analysis; ability to set up an action plan based on this data

• Practical experience with Java middleware technologies and offerings like application servers, messaging, integration, etc.

• Java coding and development experience

The following are considered a plus:

• Experience with API management systems like Red Hat 3Scale API Management

• Event streaming tools like Kafka or similar

• Professional Java coding and development experience

• Practical experience with JBoss EAP and JBCS HTTP server

• Openshift general knowledge

• Maven experience

• Experience automating Middleware using Ansible

• Experience with Single Sign on software, especially with Keycloak.

About the Job:

In this role, you will work in an agile team and contribute to the engineering of Red Hat OpenShift Container Platform and its supporting components in the core of Kubernetes. As a Principal Software Engineer, you will be a key contributor in implementing customer requirements and ensuring the evolving needs of Red Hat OpenShift’s rapidly growing customer base are met. You’ll need to work with various engineering teams as well as product management and other key stakeholders across the product to identify and prioritize features to existing and upcoming releases. You will work proactively with the open source Kubernetes community and lead the implementation of important improvements from the project in our software product.

What will you do:

• Develop architectural and design principles to improve performance, capacity, and scalability of product or custom solution built on a software product stack

• Experience as an architect or technical lead to handle aspects such as functionality, performance, resilience, reuse, comprehensibility, scalability, security, technology constraints, and tradeoffs.

• Ability to communicate architectural decisions effectively to both stakeholders and technical staff.

• Expertise to define a high-level structure of a software system (architecture), its main components and their interfaces; interactions of these components with each other and with external systems.

• Ability to provide architecture viewpoint on customer’s solution architecture & design in context of the product

• Develop features and bug fixes in Kubernetes and OpenShift within an agile team and as part of a global development organization.

• Become responsible for our product quality, participate in peer code reviews, continuous integration and delivery, respond to security threats

• Work with Engineering, Product Management, and Support stakeholders to prioritize customer facing features during the planning, development, and delivery.

• Act as a point of escalation for implementation of critical customer driven features and bug resolution.

• Follow the Kubernetes community and proactively lead the implementation of important improvements from the project in our product

• Develop architectural and design principles to improve performance, capacity, and scalability of product or customer built solution on software product

• Experience as an architect or technical lead to handle aspects as functionality, performance, resilience, reuse, comprehensibility, scalability, security, technology constraints, and tradeoffs.

• Ability to communicate architectural decisions effectively to both stakeholders and technical staff.

• Expertise to define a high-level structure of a software system (architecture), its main components and their interfaces; interactions of these components with each other and with external systems.

• Ability to provide architecture viewpoint on customer’s solution architecture & design in context of the product

What will you Bring:

• An engineering degree or higher, or equivalent in computer science or a related field

• Architectural mindset and expertise in architecting and designing new systems. Product Architecture experience

• 8+ years of experience writing code in programming languages such as Golang and Java

• Experience with containers and kubernetes

• Problem solving and troubleshooting skills with Root Cause Analysis experience

• Bachelor's degree in computer science or equivalent

• Hands-on learning and mid to senior level experience demonstrating implementation ownership of complex features individually and as a collaboration with others.

• Excellent written and verbal communication skills

The following are considered a plus:

• Experience of working with customers and helping them in their transformation journey as product advocate would be advantageous

• Familiarity with Red Hat Enterprise Linux (RHEL), CoreOS, Fedora or Red Hat OpenShift.

• Understanding of open source development models

• Prior participation in open source community software development or leadership

• Familiarity with enterprise application development

• Familiar with test-based development and agile or scrum methodologies

• Familiar with various observability tools: monitoring, logging, profiling, etc.

• Running applications on OpenShift

• Telling stories with data

What you will do:

• As part of the account team, develop relationships with key customer stakeholders to grow services bookings and revenue within your nominated accounts

• Actively participate in account planning and strategy sessions and reviews with the wider account team

• Closely work with strategic business partners to complement solutions and maximize customer value

• Work with the delivery teams, including go to market managers, project managers, architects, and consultants, on getting the right offerings scoped to solve customer business needs

• Negotiate Services pricing, project costs, and terms

• Be responsible for and have the ownership of the bookings forecast for the assigned group of accounts or sectors

• Lead Services offerings in specific customer opportunities; call for and guide the formation of opportunity teams (services participation) together with the account manager

• Collaborate with business development managers, solutions practices, the Partners and Alliances and Marketing teams, and other territory services managers on wider strategic initiatives and business development activities

• Capture best practices in the sales and delivery process for reuse and sharing with the EMEA and Global Solutions Practice teams to evolve the Red Hat Services solutions portfolio

What you will bring:

• Experience with consultative selling and delivery of complex telecommunications solutions in either digital network (4/5G and Open-RANRAN), digital operations (OSS or BSS), or digital client experience

• Good knowledge of Red Hat’s or competitive technologies

• Ability to engage and build trust with customer stakeholders at different levels

• Experience working in customer-facing roles like, architect, project manager or consultant or in a related presales or services sales role

• Services selling experience, including development of statements of work (SoWs), RFIs and RFPs, pricing, large-scale proposal development, and customer journeys

• Experience leading and working in virtual and cross-functional teams

• Proven record of closing complex solutions-led deals worth millions of dollars

• Excellent written and verbal communications skills in English and French, Spanish or Italian

• Willingness to participate in regular business travel for customer and internal meetings