Red hat Technical Account Manager - Openshift UK 

United Kingdom, England, London 

504142367

What you will do:

• Develop relationships with key business and IT stakeholders and become an expert on customer 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 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

• Delivering trainings and presentations to customers staff

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

What you will bring:

• Expertise with enterprise cloud solutions like Platform-as-a-Service (OpenShift), containers, Kubernetes, and IT automation

• Experience with Cloud computing infrastructure solutions (such as OpenShift and OpenStack) and their concepts

• Strong understanding of Linux and related technologies such as, but not limited to, networking and storage

• Azure, AWS, Google Cloud knowledge and general CI/CD, etc.

• Prior experience in a support, development, engineering, or quality assurance organization

• 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, such as RHCE, RHCA, etc.

• Efficient time management, as well as the ability to prioritize tasks according to their importance/urgency

• Ability to manage multiple issues and projects with focus on detail, while not losing sight of the overall picture

• Be able to communicate effectively how Red Hat’s offerings align to customer needs and use-cases

• Existing or previous SC level clearance or higher, and/or a willingness to undertake clearance procedures up to SC

The following are considered a plus:

• Bachelor's degree in a technology-related discipline, preferably computer science or engineering

• Red Hat certifications such as, RHCE and RHCA

• Previous hands-on experience with Red Hat technologies, such as Enterprise Linux (RHEL), Satellite, OpenShift Container Platform, OpenStack Platform, Ansible Automation Platform, etc.

• Experience with cloud computing and cloud providers, such as Microsoft Azure, Amazon Web Services (AWS), Google Compute Platform (GCP) or IBM Cloud

• Comprehension of continuous integration (CI) and continuous delivery (CD) concepts

• Prior experience serving in a technical leadership or mentorship role