Technical Account Manager - Openshift

Red Hat•Greenwood Village, CO

32d•Remote

About The Position

Red Hat's Technical Services team is looking for an enterprise-level engineer to join us remotely as an OpenShift Technical Account Manager (TAM) in the U.S. Pacific or Mountain Time Zone. In this role, you will work with a small set of enterprise customers to provide direct technical and architectural guidance for the Red Hat OpenShift Container Platform. At Red Hat, customer support includes far more than just “break-fix” solutions. Customers get industry-leading resources that enable their technical environments to run efficiently, so they can focus on growing their businesses. Technical account management is a premium support offering that builds, maintains, and grows long-lasting customer loyalty between Red Hat and our customers. You will forge relationships with your customers, develop a deep technical understanding of their Red Hat implementation, share technical best practices and act as point of contact for any major incidents, managing the customer's expectations and communications through resolution of such incidents. You will tailor support for each customer's environment, facilitate collaboration with their other vendors and advocate on their behalf. At the same time, you'll work closely with our engineering, research and development, product management, and technical support teams to debug, test, and resolve issues. The ideal TAM is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly and uses their time efficiently.

Requirements

5+ years of experience working in a support, development, engineering, IT, or a quality assurance organization
Administration experience with Platform-as-a-Service (PaaS) cloud solutions like Red Hat OpenShift Container Platform
Expertise in enterprise cloud solutions like Platform-as-a-Service (PaaS), containers, Kubernetes, cloud management, and IT automation
Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
Competent comprehension of enterprise architecture and strategic business drivers
Ability to manage multiple issues and projects with shifting priorities and timelines
Outstanding written and verbal communication skills and ability to convey complex information to customers clearly and concisely in English
Ability to travel for customer visits and events within the region
Residence within the U.S. Pacific or Mountain Time Zone

Nice To Haves

Bachelor's degree or an equivalent in a technology-related discipline, ideally computer science or engineering is a plus
Experience working in DevOps environments preferred
Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts a plus
Familiarity with source code management tools like Git or SVN preferred
Red Hat Certified Engineer (RHCE) a plus

Responsibilities

Support enterprise customers in 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
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
Gain understanding of customer technical infrastructures, hardware, and offerings and serve as a customer advocate within Red Hat
Collaborate with the engineering, research and development, product management, and technical support teams
Create customer engagement plans and keep the documentation on the customer's environment updated
Create documentation regarding customer issues and technical details on how to resolve them
Manage and grow customer relationships by delivering attentive, relationship-based support
Build trust with customers and serve as their advocate within Red Hat
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
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
Travel occasionally to visit regional customers

Benefits

Comprehensive medical, dental, and vision coverage
Flexible Spending Account - healthcare and dependent care
Health Savings Account - high deductible medical plan
Retirement 401(k) 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
Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

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