Technical Account Manager
About The Position
This is a technical services role, focused at helping facilitate adoption and proper usage of Red Hat technologies, while achieving success with customer business objectives. You will work with a small set of key enterprise customers. You will work closely with them to gain an understanding of their IT infrastructure, internal processes, and business needs. You will provide a premium level of engagement that builds, maintains, and grows long-lasting customer loyalty. You will identify trends in customer usage of our technologies and within their industry that can provide valuable insight to your customers. You will help facilitate technical support to your customers. You will facilitate collaboration with other vendors. You will be an advocate internally within Red Hat on behalf of your customers. This particular opening is focused on assisting customers with our Red Hat Openshift product. However, we may adjust the duties to cover other Red Hat technologies if necessary.
Requirements
- Experience in a technical account management, technical support, software development or engineering, or quality assurance organization
- Extensive technical knowledge of Red Hat Openshift or similar technologies
- Ability to manage and grow existing 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
- Residence within the U.S. Central or Eastern Time Zone
- Software engineering background; experience with RPM-based Linux technologies
- Experience with Linux system administration, preferably Red Hat Enterprise Linux (RHEL) or a derivative
Nice To Haves
- Experience working in DevOps environments preferred
- Experience with container technologies such as Docker, Podman, and Kubernetes preferred
- Experience deploying applications in cloud environments and developing containerized applications a plus
- Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts preferred
Responsibilities
- Support enterprise customers that are implementing or using Red Hat Openshift solutions
- Rapidly learn and stay current with new technologies, including container orchestration, registries, build strategies, microservices, and automation environments
- Acquire and maintain Red Hat certifications on technologies relevant to your customers
- Manage and grow customer relationships through attentive, relationship-based support
- Serve as the primary customer advocate within Red Hat, facilitating communication and collaboration across teams
- Develop and deliver technical tutorials and workshops to customers and internal teams.
- Deliver Red Hat portfolio roadmap updates and assist customers with product upgrades and implementation
- Gain a comprehensive understanding of customer technical infrastructures, environments, hardware, and product usage
- Proactively identify and address technical risks and opportunities within customer environments.
- Collaborate with sales and product management teams to develop and support the implementation of customer solutions.
- Collaborate with engineering, R&D, product management, and technical support teams
- Lead complex technical troubleshooting and problem resolution efforts for critical customer issues.
- Visit customer sites as needed and ensure exceptional service experience
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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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
