Senior Technical Account Manager
About The Position
Red Hat is seeking an enterprise-level engineer with a Red Hat Enterprise Linux background to join its Technical Account Management team remotely in the East region of the United States. The Senior Technical Account Manager works with a small group of key customers, providing direct technical and architectural guidance for the Red Hat Enterprise Linux Platform. The role also requires learning security concepts and procedures if not already proficient. Technical account management is a premium support offering focused on building and maintaining long-term customer relationships. The position develops a deep understanding of each customer's Red Hat implementation, shares technical best practices, tailors support to customer environments, facilitates collaboration with other vendors, and advocates for customers. The Senior Technical Account Manager serves as a point of contact during major incidents, managing customer expectations and communications through resolution. The role collaborates with engineering, research and development, product management, and technical support teams to debug, test, and resolve issues.
Requirements
- At least 5 years of experience in a support, development, engineering, IT, or quality assurance organization.
- Experience with Red Hat Enterprise Linux, including installation, patch management, performance tuning, and troubleshooting.
- Experience with configuration management, application deployment, and infrastructure orchestration technologies.
- Ability to manage and grow existing customer relationships through 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.
- Bachelor's degree in a technology-related discipline; computer science or engineering is an advantage.
Nice To Haves
- Experience with container technologies such as Docker, Podman, and Kubernetes.
- Experience working in automation environments.
- Software engineering background or experience with RPM-based Linux technologies.
- Experience deploying applications in cloud environments.
- Experience developing containerized applications.
- Familiarity with source code management tools such as Git or SVN.
- Prior experience in a technical leadership or mentorship role.
- Red Hat Certified Engineer (RHCE) certification.
Responsibilities
- Serve as the primary customer advocate within Red Hat, facilitating communication and collaboration across teams.
- Deliver Red Hat portfolio roadmap updates and assist customers with product upgrades and implementation.
- Stay current with technologies including container orchestration, registries, build strategies, microservices, and automation environments.
- Provide expertise on Red Hat Enterprise Linux implementation and use.
- Perform technical reviews to proactively identify and prevent issues, and share knowledge across teams.
- Develop a comprehensive understanding of customers' technical infrastructures, environments, hardware, and product usage.
- Investigate and respond to support requests through channels such as online, phone, video call, and chat.
- Provide strategic advice and guidance on current and future Red Hat products and solutions.
- Manage customer cases and maintain clear, concise documentation.
- Collaborate with engineering, research and development, product management, and technical support teams.
- Create and maintain technical documentation for issue resolution and knowledge sharing.
- Manage and grow customer relationships through attentive, relationship-based support.
- Visit customer sites as needed and ensure an exceptional service experience.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
