Technical Account Manager - Northeastern United States - Red Hat Software

Red Hat's North American Services team is looking for an experienced, enterprise-level engineer to join us remotely as a Technical Account Manager (TAM) in the northeastern United States. In this role, you will work with a small set of enterprise customers to provide direct technical and architectural guidance for Red Hat's infrastructure portfolio and the Ansible Automation Platform suite of solutions. This is not a sales role. You will make sure our customers get industry-leading resources that will enable their technical environments to run efficiently so they can focus on growing their businesses. You will provide a premium support offering that builds, maintains, and grows long-lasting customer loyalty between Red Hat and our customers. As a Technical Account Manager, you will build relationships with your customers, develop a deep technical understanding of their Red Hat implementations, share technical best practices, and serve as a point of contact for any major incidents. You will manage customer expectations, tailor support for each customer's environment, facilitate collaboration with their other vendors, and advocate on their behalf. You will also partner closely with colleagues in engineering, product management, and technical support to debug, test, and resolve issues. Well-qualified, home-based engineers within the U.S. eastern time zone will be considered.

• 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

• Linux system administration experience; excellent understanding of Linux and related technologies like management, networking, and storage
• Experience with IT automation, configuration management, application deployment, and infrastructure orchestration technologies
• Experience working in a support, development, engineering, or quality assurance organization
• Combination of technical and customer-facing skills and willingness to embrace and further develop both
• 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

The following are considered a plus:

• Red Hat Certified Engineer (RHCE) certification
• Experience with technologies including Red Hat Enterprise Linux, Red Hat Satellite, Red Hat Ansible Automation Platform, Red Hat OpenShift Container Platform, etc.
• 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

The salary range for this position is $90,480 - $144,660. Actual offer will be based on your qualifications.

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