[Hiring] OpenShift Technical Account Manager @Red Hat

Role Description

Red Hat's Technical Account Management team is looking for an enterprise-level engineer to join us remotely as an OpenShift Technical Account Manager (TAM) in the Southeastern U.S. In this role, you will work with a small set of key customers to provide direct 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:

• Support enterprise customers in 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 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
• Gain understanding of customer technical infrastructures, hardware, and offerings and serve as a customer advocate within Red Hat
• Collaborate with the engineering, research and development, product management, and technical support teams
• Create customer engagement plans and keep the documentation on the customer's environment updated
• Create documentation regarding customer issues and technical details on how to resolve them
• Manage and grow customer relationships by delivering attentive, relationship-based support
• Build trust with customers and serve as their advocate within Red Hat
• Forewarn customers of technology changes or potential disruptions to their service and advise 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
• Engage with Red Hat’s field teams, customers, and partners to ensure a positive cloud technology experience and a successful outcome resulting in long-term enterprise success
• Communicate how specific Red Hat cloud solutions and our cloud roadmap align to customer use cases
• Travel occasionally to visit regional customers

Qualifications

• 5+ years of experience working in a support, development, engineering, IT, or a quality assurance organization
• Administration experience with Platform-as-a-Service (PaaS) cloud solutions like Red Hat OpenShift Container Platform
• Expertise in enterprise cloud solutions like Platform-as-a-Service (PaaS), containers, Kubernetes, cloud management, and IT automation
• Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
• Competent comprehension of enterprise architecture and strategic business drivers
• Ability to manage multiple issues and projects with shifting priorities and timelines
• Outstanding written and verbal communication skills and ability to convey complex information to customers clearly and concisely in English
• Ability to travel for customer visits and events within the region
• Bachelor's degree or an equivalent in a technology-related discipline, ideally computer science or engineering is a plus
• Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts a plus
• Red Hat Certified Engineer (RHCE) a plus

Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Account - healthcare and dependent care
• Health Savings Account - high deductible medical plan
• Retirement 401(k) with employer match
• Paid time off and holidays
• Paid parental leave plans for all new parents
• Leave benefits including disability, paid family medical leave, and paid military leave
• Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!