Technical Account Manager

Job description

What will you do:

• Perform technical reviews & share knowledge to proactively identify & prevent issues
• Understand your customers technical infrastructures, hardware, processes, and offerings
• Perform initial or secondary investigations and respond to online and phone support requests
• Deliver key portfolio updates and assist customers with upgrades
• Manage customer cases and maintain clear and concise case documentation
• Create customer engagement plans & keep documentation on customer environments updated
• Ensure a high level of customer satisfaction with each qualified engagement through the complete adoption life cycle of our offerings
• Engage with Red Hat's field teams, customers to ensure a positive platform & cloud technology experience and a successful outcome resulting in long-term enterprise success
• Communicate how specific Red Hat platform & cloud solutions and our cloud road-map align to customer use cases
• Capture Red Hat product capabilities and identify gaps as related to customer use cases through a closed-loop process for each step of the engagement life cycle
• Engage with Red Hat's product engineering teams to help develop solution patterns based on customer engagements and personal experience that guide platform adoption
• Establish and maintain parity with Red Hats platform & cloud technologies strategy
• 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 (SME) and mentor for specific technical or process areas or process areas
• Travel to visit customers, partners, conferences, and other events as needed

What will you bring:

• Bachelor's degree in science or a technical field; engineering or computer science
• Competent reading and writing skills in English
• Ability to effectively manage and grow existing enterprise customers by delivering proactive, relationship-based, best-in-class support
• Upstream involvement in open source projects is a plus

RHOSP

• Proven & strong system administration and troubleshooting experience with Red Hat OpenStack
• Experience in a support, development, engineering, or quality assurance organization

RHOCP

• Experience in Red Hat OpenShift Container Platform (RHOCP) or Kubernetes or Dockers cluster management
• Understanding of RHOCP Architecture & different types of RHOCP installations
• Experience in RHOCP Troubleshooting and data/logs collection
• Strong working knowledge of Prometheus and Grafana open source monitoring solutions will be considered a plus
• Administration experience of Red Hat OpenShift v4.x will be considered a plus