OpenShift Technical Account Manager
About The Position
Red Hat is seeking an enterprise-level engineer to join its Technical Account Management team remotely in the Southeastern U.S. The OpenShift Technical Account Manager works with a small set of key customers to provide direct technical and architectural guidance for Red Hat OpenShift Container Platform. The role builds and maintains long-term customer relationships through premium, proactive support that extends beyond break-fix assistance. The TAM develops a deep understanding of each customer's Red Hat implementation, business goals, technical infrastructure, and priorities. The role shares best practices, advocates for customers within Red Hat, coordinates with other vendors, and serves as the point of contact for major incidents, managing communications and expectations through resolution. The TAM works closely with Red Hat engineering, research and development, product management, technical support, field teams, customers, and partners to troubleshoot, test, and resolve issues and to support successful cloud technology outcomes. Occasional travel to regional customers is required.
Requirements
- At least 5 years of experience in a support, development, engineering, IT, or quality assurance organization.
- Administration experience with Platform-as-a-Service (PaaS) cloud solutions such as Red Hat OpenShift Container Platform.
- Expertise in enterprise cloud solutions, including PaaS, containers, Kubernetes, cloud management, and IT automation.
- Ability to manage and grow enterprise customer relationships through proactive, relationship-based support.
- Competent understanding of enterprise architecture and strategic business drivers.
- Ability to manage multiple issues and projects with shifting priorities and timelines.
- Excellent written and verbal communication skills, including the ability to explain complex information clearly and concisely in English.
- Ability to travel for customer visits and events within the region.
Nice To Haves
- Bachelor’s degree or equivalent in a technology-related discipline, ideally computer science or engineering.
- Good understanding of continuous integration (CI) and continuous delivery (CD) concepts.
- Red Hat Certified Engineer (RHCE) certification.
Responsibilities
- Support enterprise customers implementing automated and containerized cloud application platform solutions.
- Learn and advise on technologies including container orchestration, container registries, container build strategies, and microservices on container platforms.
- Develop relationships with key business and IT stakeholders and become an expert on each customer’s implementation, goals, and priorities.
- Conduct technical reviews and share knowledge to proactively identify and prevent issues.
- Understand customer technical infrastructures, hardware, and offerings, and act as a customer advocate within Red Hat.
- Collaborate with engineering, research and development, product management, and technical support teams.
- Create customer engagement plans and maintain current documentation about customer environments.
- Document customer issues and technical details on how to resolve them.
- Manage and grow customer relationships through attentive, relationship-based support.
- Build trust with customers and advocate for them within Red Hat.
- Forewarn customers of technology changes or potential service disruptions and advise on mitigation strategies.
- Advise customers about their current and future Red Hat products.
- Troubleshoot technical issues and drive issue escalation with Red Hat and customer teams.
- Analyze and present periodic operational performance reviews to customer leadership.
- Engage Red Hat field teams, customers, and partners to support a positive cloud technology experience and long-term enterprise success.
- Explain how Red Hat cloud solutions and the cloud roadmap align with customer use cases.
- Travel occasionally to visit regional customers and attend events.
Benefits
- Comprehensive medical, dental, and vision coverage.
- Flexible Spending Account for healthcare and dependent care.
- Health Savings Account for the high-deductible medical plan.
- 401(k) retirement plan with employer match.
- Paid time off and holidays.
- Paid parental leave plans for all new parents.
- Leave benefits including disability, paid family medical leave, and paid military leave.
- Employee stock purchase plan.
- Family planning reimbursement.
- Tuition reimbursement.
- Transportation expense account.
- Employee assistance program.
- The position may also be eligible for bonus, commission, and/or equity.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
