OpenShift Technical Account Manager

About the job

The Red Hat services team is looking for an experienced System administrator engineer to join us as a Red Hat OpenShift Technical Account Manager in Fortaleza, Brazil. In this role, you will provide architectural guidance and implementation consulting to customers for the Red Hat OpenShift and Infrastructure solutions portfolio.

Technical Account Managers (TAMs) are highly technical and experienced engineers who work with customers on their strategic needs and mission-critical environments. As part of the services organization, the TAM works on behalf of the customer as their advocate with engineering. TAM works proactively to prevent incidents. When a problem occurs, the TAM will work with the customer to resolve the incident by coordinating efforts within Red Hat.

TAM aims to support the development, deployment, and support teams, ensuring that the best practices for configuration, tuning, and use of Red Hat products are applied. You will act proactively, with a critical eye on the customer environment providing information and insights to facilitate the adoption of the technologies, keeping the environment supported, understanding customer objectives and priorities increasing customer loyalty, understanding IT infrastructure, internal processes and business needs, facilitating collaboration with other vendors and advocating for customers.

What you will do

• Support enterprise customers 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 a guide on a customer's implementation by understanding their top business goals and priorities.

• Help customers achieve their business goals and outcomes by providing recommendations that will benefit customers' ongoing usage of Red Hat’s technologies.

• Attain Trusted Advisor status with both key business and technical decision makers.

• Lead Technical Health Reviews and provide relevant technical recommendations on solutions and enhancements specific to customers' business needs.

• In support of the Customer Success Strategy and Success Manager, monitor and identify trends in Red Hat adoption and utilization, Success Plan adoption and utilization, providing guidance as part of Quarterly Success reviews.

• Proactive liaison and focal point into Red Hat Technology and Product teams and Technical Support Team, to address product feature/technical hurdles.

• Provide proactive Communications in the event of a service degradation or disruption.

• Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction.

• Provide executive level summary status reports both internally and to the customer for all high severity cases.

• Collaborate with internal teams to improve customer satisfaction and reduce renewal risk.

• Foster existing unused product capabilities/functionality that could help customer's business. 

• Serve as the customer advocate within Red Hat 

• Travel regionally to visit customers occasionally

What you will bring

• 5 years of experience in a support, development, engineering, IT, or quality assurance (QA) organization

• Expertise with enterprise cloud solutions like Platform-as-a-Service (OpenShift by Red Hat), containers, Kubernetes, and IT automation (Ansible by Red Hat)

• Competent comprehension of enterprise architecture and strategic business drivers

• Direct experience with a variety of hardware vendors

• Ability to manage multiple issues and projects with shifting priorities and timelines

• Outstanding written and verbal communication skills; ability to convey complex information to customers both clearly and concisely

• Ability to travel for customer visits and events within the region

• Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts

• Bachelor's degree or equivalent in a technology-related discipline, ideally computer science or engineering

• Experience working in DevOps environments

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