Technical Account Manager - Red Hat Infrastructure & Automation

Overview

About the job
Red Hats North American Services team is looking for an experienced, enterprise-level engineer with a background in IT automation technologies to join us remotely as a Technical Account Manager (TAM) in the Western or Central United States. In this role, you will work with a small set of enterprise customers to provide architectural guidance and implementation advice for Red Hats infrastructure portfolio and the Ansible Automation Platform suite of solutions. This is not a sales role. Youll be a dedicated professional services associate and a member of the Red Hat engineering, customer engagement, and technical support teams. As a Technical Account Manager, you will provide a level of premium support that builds, maintains, and grows long-lasting customer loyalty by tailoring support for each of our customer’s environments, facilitating collaboration with their other vendors, and advocating on their behalf. Well-qualified, home-based applicants throughout the US Central, Mountain, and Pacific time zones will be considered to work remotely.

Responsibilities

Support enterprise customers implementing automated and containerized cloud application platform solutions
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 customers 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 and mentor for specific technical or process areas
Partner closely with internal 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

What you will bring

A combination of technical and customer-facing skills and willingness to embrace and further develop both
Linux or UNIX system administration experience; excellent understanding of Linux and related technologies like management, networking, and storage
Experience with IT automation, configuration management, application deployment, and infrastructure orchestration technologies
Experience working in a support, development, engineering, or quality assurance organization
Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
Competent comprehension of enterprise architecture and strategic business drivers
Experience with enterprise datacenter environments and operations
Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience
Ability to explain complex information in straightforward terms; specifically to align Red Hats offerings to customer needs
Growth mindset and willingness to learn; including earning technology certifications as part of the onboarding and professional development process
Outstanding verbal and written communication skills; ability to convey complex information to customers clearly and concisely
Reside in the U.S. Pacific, Mountain or Central time zones

Nice to have

Bachelors degree in a technology-related discipline, preferably computer science or engineering
Red Hat Certified Engineer (RHCE)
Experience with cloud computing and cloud providers, like Microsoft Azure, Amazon Web Services, Google Compute Platform, and IBM Cloud
Familiarity with source code management tools like Git or Apache Subversion
Familiarity with a variety of hardware vendors
Prior experience working in a technical leadership or mentorship role

#LI-REMOTE #LI-AL2

#J-18808-Ljbffr