Senior Technical Account Manager - OpenShift

Job Description

Company Description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat Customer Experience and Engagement (CEE) team is looking for an experienced support engineer to join us as a Senior Technical Account Manager for our enterprise customers in Milan, Italy. Remote applicants are also welcome. Unlike most software companies, we don't sell software licenses or pay-per-incident support as at Red Hat, customer support includes far more than just break-fix solutions. In this role, you will help our customers get industry-leading resources that enable their technical environments to run efficiently, so they can focus on growing their businesses. You'll provide a premium support offering that builds, maintains, and grows long-lasting loyalty between Red Hat and our customers. As a Senior Technical Account Manager, you will also provide personalized, proactive support and guidance, cultivating meaningful relationships with our customers as you look to understand their IT infrastructures, internal processes, and business needs. You will tailor support for each customer 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 (R&D), Product Management, and Global Support teams to debug, test, and resolve issues.

Primary job responsibilities

• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Understand customer technical infrastructure, 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 of our offerings
• Manage customer cases and maintain clear and concise case documentation
• Create customer engagement plans and keep the documentation on customer environments updated
• Ensure high level of customer satisfaction with each qualified engagement through the complete adoption life cycle for our offerings
• 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's cloud solutions and our cloud roadmap align with customer use cases
• Capture the capabilities of Red Hat's offerings 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 solutions patterns that will guide platform adoption and are based on customer engagements and personal experience
• Establish and maintain parity with the Red Hat 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 and mentor for specific technical or process areas
• Travel as necessary to visit customers, partners, conferences, and other events

Required skills

• 5+ years of experience with Linux system administration or experience as a developer on Linux
• Expertise with enterprise cloud solutions like Platform-as-a-Service (Red Hat OpenShift), containers, Kubernetes, cloud management (Red Hat CloudForms), and IT automation (Red Hat Ansible Automation Platform)
• Advanced knowledge of developer tools and processes
• Experience in a support, development, engineering, or quality assurance organization
• Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
• Advanced technical knowledge of the Linux file system and the Linux kernel
• Direct experience with a variety of hardware vendors
• Understanding of enterprise-class applications like Oracle, Veritas, and SAP
• Excellent written and verbal communication skills in English
• Bachelor's degree in a technology-related discipline is a plus
• Experience with training and presentation delivery is a plus

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.