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Red hat Senior Technical Account Manager 
Australia 
795906616

26.06.2024

What you will do

  • 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 and provide best-practice advice for their long-term supportability

  • Forewarn customers of technology changes or potential disruptions to their service and then advise on mitigation strategies

  • Provide best practice advice and guidance to customers about their current and future Red Hat products

  • Troubleshoot technical issues and manage issue resolution with Red Hat support and customer teams

  • Complete analysis and present periodic reviews of operational performance to customer leadership

  • Manage customer support cases and maintain clear and concise case documentation

  • Create customer engagement and success plans and keep the documentation on the customer's environment updated

  • Manage and grow customer relationships by delivering attentive, relationship-based support

  • Build 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 Red Hat 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, following Red Hat’s COVID-19 guidelines

What you will bring

  • 5+ years of experience working in an application support, development, engineering, or quality assurance organization

  • Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support

  • Outstanding verbal and written communication skills; ability to convey complex information to customers clearly and concisely

  • Competent comprehension of enterprise architecture and key business drivers

  • Ability to manage multiple issues and projects with an eye for detail

  • Direct experience with a variety of hardware and software vendors

  • Ability to manage and cooperate with various levels of stakeholders up to C-level

  • Security clearance requirement minimum NV1 level.

The following are considered a plus:

  • Experience in system management, application development, cloud or server virtualization, solutions architecture

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

  • Red Hat Certified Engineer (RHCE)

  • Prior experience in a technical coaching or mentorship role

  • Experience with training and presentation delivery

  • Experience working in DevOps environments

  • Software engineering background; experience with RPM-based Linux and Java technologies

  • Experience deploying applications in cloud environments

  • Experience developing containerized applications