Technical Account Manager

The Red Hat Global Services team is looking for a Technical Account Manager to join us in EMEA. In this role, you are going to provide personalized, attentive support and mentorship, building high-value relationships with a small set of enterprise customers as you try to understand their IT infrastructure, internal processes, and business needs. You will ensure that our customers receive access to solutions that enable their technical environments to run efficiently. As a Technical Account Manager, you work closely with internal resources such as Support Delivery, Engineering, and Product Management depending on the customers’ environments and needs and facilitate cooperation with their other vendors, and advocate on their behalf. In this position, you are building up, maintaining, and growing long-lasting loyalty between Red Hat and our customers. You have the opportunity to shape the future of our technology along with subject matter experts and developers in the Open Source Community.

What will you do:

Develop relationships with key business and IT stakeholders and become an expert on customer implementations by understanding their top business goals and priorities

Understand customers' technical infrastructure, hardware, processes, and products

Deliver key portfolio updates and assist customers with product upgrades

Inform customers of technology changes or potential disruptions to their service and advise them on mitigation strategies

Perform initial or secondary investigations and respond to online and phone support requests

Troubleshoot technical issues and guide issue escalation with Red Hat and customer teams

Provide advice and guidance to customers about their current and future use of Red Hat’s offerings

Perform technical reviews and share knowledge to proactively identify and prevent issues

Manage customer cases and maintain clear and concise case and customer documentation; craft customer engagement plans

Build a sense of trust with customers and serve as their advocate within Red Hat

Engage with Red Hat Engineering teams to help develop solutions, based on customer engagements, as well as personal experience, that guide platform adoption

Ensure a high level of customer experience with each qualified engagement

Analyze and present periodic reviews of operational performance to customer leadership

Establish and maintain parity with Red Hat’s open hybrid cloud strategy

Delivering training and presentations to customers staff

Travel, as necessary, to visit customers or internal events

What will you bring:

Experience with Telco Cloud computing infrastructure solutions (such as OpenShift and OpenStack) and their concepts

Strong understanding of Linux and related technologies such as, but not limited to, networking and storage

Prior experience in a support, development, engineering, or quality assurance organization

Ability to handle multiple issues and projects, while maintaining a high attention to detail

Ability to manage and grow existing enterprise customer relationships

Excellent verbal and written communication skills in English, with the ability to explain complex information to customers clearly and concisely

Willingness to pursue certifications, such as RHCE, RHCA, etc.

Efficient time management, as well as the ability to prioritize tasks according to their importance/urgency

Ability to manage multiple issues and projects with focus on detail, while not losing sight of the overall picture

Be able to communicate effectively how Red Hat’s offerings align to customer needs and use cases

The following are considered a plus:

Bachelor's degree in a technology-related discipline, preferably computer science or engineering

Advanced technical knowledge of OpenStack and it's components

Red Hat Certified Engineer (RHCE) certification

Previous hands-on experience with Red Hat technologies, such as Red Hat Enterprise Linux (RHEL), Red Hat Satellite, Red Hat OpenShift Container Platform, Red Hat OpenStack Platform, Red Hat Ansible Automation Platform, etc.

Experience with Telco Cloud Vendors offerings and solutions, such as Ericsson, Nokia, Cisco, Amdocs or Mavenir 

Experience with cloud computing and cloud providers, such as Microsoft Azure, Amazon Web Services (AWS), Google Compute Platform (GCP) or IBM Cloud

Prior experience serving in a technical leadership or mentorship role

About Red Hat
is the world’s leading provider of enterprise software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact. Opportunities are open. Join us.

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