Red hat Technical Account Manager - Ansible Automation UK 

United Kingdom 

596158646

Job Summary

In this role, you will provide personalised, attentive support and mentorship to a small set of enterprise customers. Your goal will be to build high-value relationships as you understand their IT infrastructures, internal processes, and business needs, creating long-lasting loyalty to Red Hat. You will ensure that our customers have access to solutions that will enable their technical environments to run efficiently. As a Technical Account Manager, you will work closely with internal teams such as Support Delivery, Engineering, and Product Management. Depending on your customers’ environments and needs, you will help them collaborate with other vendors and advocate on their behalf. In this role, you will have the opportunity to shape the future of our technology alongside subject matter experts and developers in the open source community.

What you will do

• Become a Red Hat technical ambassador, working closely with a small number of customers using Red Hat Ansible Automation Platform; 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

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

• Deliver training 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) organisation, 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 on-boarding and further development process, you are expected to obtain specific technology certifications such as RHCE/OCP/OSP/Ansible.)

• 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 prioritise tasks according to their importance or urgency

The following are considered a plus

• Experience with customising and deploying execution environments

• Knowledge or experience with OpenShift or RHEL

• Experience with Ansible Automation Platform on Red Hat OpenShift

• Knowledge on how to troubleshoot PostgreSQL databases and apply performance tuning

• Hands on experience with Automation - especially in regards to automating the deployment of Automation tools (eg. AAP, or Red Hat Satellite)

• Experience in troubleshooting Ansible Modules

• Good understanding and experience with automation in enterprise environments

What’s in for you?

• Red Hat is officially certified “Great place to work”

• Working for an open organisation

• Remote or flexible work location

• Full access to all Red Hat training and certifications

• Full access to the LinkedIn learning platform

• One week of learning per quarter

• Work with subject matter experts and open-source developers

• Depending on your location: Health benefits, retirement savings account, etc.

• Depending on your role and location: Mobile phone, reimbursement of internet costs, etc.

• Learn about the real-life experience of one of our Technical Account Managers in this blog post (https://www.redhat.com/en/blog/being-technical-account-manager-tam-day-life#::text=A%20Red%20Hat%20Technical%20Account,realize%20optimal%20performance%20and%20growth.) .