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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
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