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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
Forewarn customers of technology changes or potential disruptions to their service and advice on mitigation strategies.
Provide advice and guidance to customers about their current and future Red Hat products;
Troubleshoot technical issues and drive issue escalation with Red Hat and customer teams
Complete analysis and present periodic reviews of operational performance to customer leadership
Manage customer use cases and maintain clear and concise case documentation
Create customer engagement plans and keep the documentation on the customer's environment updated
Manage and grow customer relationships by delivering attentive, relationship-based support
Build a sense of 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 (SME) 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
Support enterprise customers implementing automated and containerized cloud application platform solutions
Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
Establish and maintain parity with Red Hat cloud technologies strategy
Engage with Red Hat’s product engineering teams to help develop solution patterns, based on customer engagements, as well as personal experience, that drive platform adoption
Engage with Red Hat’s field teams, customers, and partners to ensure a positive cloud technology experience and a successful outcome resulting in long-term enterprise success
Communicate how specific Red Hat cloud solutions and our cloud roadmap align to customer use cases
What you will bring:
5 years experience in a 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 strategic business drivers
Ability to manage multiple issues and projects with an eye for detail
Direct experience with a variety of hardware vendors
The following are considered a plus:
Experience in system management, cloud or server virtualization
Bachelor's degree in a technology-related discipline, preferably computer science or engineering
Red Hat Certified Engineer (RHCE)
Prior experience in a technical leadership or mentorship role
Experience with training and presentation delivery
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