Technical Account Manager - OpenShift Container Platform
Job Posting for Technical Account Manager - OpenShift Container Platform at Red Hat Software
About the job:
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, developing 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.
What you will do:
#LI-REMOTE #LI-AL2
Red Hat's North American Public Sector Services team is looking for an enterprise-level engineer with a background in Platform-as-a-Service and container technologies to join us remotely as a Technical Account Manager in the United States. In this role, you'll work with a small set of public sector customers to provide 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, developing 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.
- 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
- 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
- Manage customer use cases and maintain clear and concise case documentation
- Create customer engagement plans and keep the documentation on the customer's environment updated
- Manage and grow customer relationships by delivering attentive, relationship-based support
- Build a sense of trust with customers and serve as their advocate within Red Hat
- Contribute internally to the Red Hat team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a Subject Matter Expert and mentor for specific technical or process areas
- Partner closely with Red Hat engineering, product management, and technical support teams to debug, test, and resolve issues
- 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
- Establish and maintain parity with Red Hat cloud technologies strategy
- Travel, as necessary, to visit customers and attend events
- Combination of technical and customer-facing skills and willingness to embrace and further develop both
- Knowledge of Platform-as-a-Service (PaaS) cloud solutions like Red Hat OpenShift
- Experience with Docker containers and Kubernetes container cluster manager
- Experience with cloud management, like Red Hat Cloud Suite, and IT automation, including Red Hat Ansible Automation Platform
- Experience working in a support, development, engineering, or quality assurance (QA) organization
- Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
- Experience with enterprise datacenter environments and operations
- Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience
- Ability to explain complex information, like aligning Red Hat's offerings to customer needs or use cases with customers in straightforward terms
- Growth mindset and willingness to learn; including earning specific technology certifications as part of your onboarding and professional development process
- Outstanding written and verbal communication skills in English
- Excellent collaboration skills; ability to manage internal and external communications and prioritize tasks according to their importance and urgency
- Must be a U.S. citizen to fulfill a government contract
The following are considered a plus
- Red Hat Certified Engineer (RHCE) certification
- Software engineering background
- Experience working in DevOps
- Experience deploying applications in cloud environments and developing containerized applications
- Experience with IT automation, configuration management, application deployment, and infrastructure orchestration technologies
- Experience with cloud computing and different cloud providers like Microsoft Azure, Amazon Web Services (AWS), Google Compute Platform (GCP), or IBM Cloud
- Familiarity with source code management tools like Git or Apache Subversion
- Familiarity with a variety of hardware vendors
- Bachelor's degree in a technology-related discipline, preferably computer science or engineering
- Prior experience working in a technical leadership or mentorship role
- Experience with cloud computing and different cloud providers like Microsoft Azure, Amazon Web Services (AWS), Google Compute Platform (GCP), or IBM Cloud
- Experience in public sector
#LI-REMOTE #LI-AL2
Salary.com Estimation for Technical Account Manager - OpenShift Container Platform in Sacramento, CA
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