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Job Summary
In this role, you will provide personalized, 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 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 Platform Technology; 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 identify and prevent issues proactively
Drive customer issues 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
Analyze and present periodic reviews of operational performance to customer leadership
Travel, as necessary, to visit customers or attend internal events
Collaborate with third-party hardware and software vendors
What you will bring
5+ years of Linux or UNIX system administration experience
Knowledge of or experience with Red Hat Ansible (esp. RHEL System Roles)
Prior experience in a support, development, engineering, or quality assurance organization
Technical knowledge of the Linux kernel and Linux file system
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
Ability to manage multiple issues and projects with an eye for detail
Hands-on experience with a variety of hardware vendors
Experience in container management (e.g. podman, rootless containers)
Experience in networking principles, storage concepts, and security best practices in enterprise environments
Experience in system management, cloud, or server virtualization is a plus
Expertise in Edge computing is a plus
Previous knowledge in some technologies such as Ansible, Satellite, and Insights
Red Hat Certified Engineer (RHCE) is a plus
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