Technical Account Manager

About the job

The Red Hat Services team is seeking an experienced and highly skilled Technical Account Manager (TAM) in Sydney, Australia. In this role, you'll work with a small set of key customers to provide practical technical and architectural guidance for the Red Hat OpenShift Platform and Red Hat Enterprise Linux. You will build relationships with your customers, develop a deep technical understanding of their Red Hat implementation, share technical best practices for long-term supportability, act as point of contact for any major incidents, and manage the customer’s expectations and communication through resolution of such incidents. You will tailor the support experience 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 Global Support Delivery teams to debug, test, and resolve issues. You must be a team focused person who 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

• 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 and provide best-practice advice for their long-term supportability
• Forewarn customers of technology changes or potential disruptions to their service and then advise on mitigation strategies
• Provide best practice advice and guidance to customers about their current and future Red Hat products
• Troubleshoot technical issues and manage issue resolution with Red Hat support and customer teams
• Complete analysis and present periodic reviews of operational performance to customer leadership
• Manage customer support cases and maintain clear and concise case documentation
• Create customer engagement and success plans and keep the documentation on the customer's environment updated
• Manage and grow customer relationships by delivering attentive, relationship-based support
• Build 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
• Travel, as necessary, to visit customers and attend events within the region, following Red Hat’s COVID-19 guidelines

What you will bring

• 5 years of experience working in an application support, development, engineering, or quality assurance organization
• Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
• Outstanding verbal and written communication skills; ability to convey complex information to customers clearly and concisely
• Competent comprehension of enterprise architecture and key business drivers
• Ability to manage multiple issues and projects with an eye for detail
• Direct experience with a variety of hardware and software vendors
• Ability to manage and cooperate with various levels of stakeholders up to C-level
• Security clearance requirement minimum NV1 level. 

The following are considered a plus:

• Experience in system management, application development, cloud or server virtualization, solutions architecture
• Bachelor's degree in a technology-related discipline, preferably computer science or engineering
• Red Hat Certified Engineer (RHCE)
• Prior experience in a technical coaching or mentorship role
• Experience with training and presentation delivery
• Experience working in DevOps environments
• Software engineering background; experience with RPM-based Linux and Java technologies
• Experience deploying applications in cloud environments
• Experience developing containerized applications

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