Technical Account Manager - Platform

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 a Technical Account Manager to join us in Berlin, Germany. Remote candidates and candidates in Munich, Stuttgart, or Frankfurt will also be considered. In this role, you will provide personalized, attentive support and mentorship, building high-value relationships with our enterprise customers as you try to understand their information technology (IT) infrastructure, internal processes, and business needs. You’ll ensure that our customers receive solutions that enable their technical environments to run efficiently. As a Technical Account Manager, you will tailor support for each customer environment, facilitate cooperation with their other vendors, and advocate on their behalf.

Primary job responsibilities

• Perform technical reviews and share knowledge to 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 their offerings
• Manage customer cases and maintain clear and concise case and customer documentation; craft customer engagement plans
• Build a sense of trust with customers and serve as their advocate within Red Hat
• Engage with Red Hat’s engineering teams to help develop solutions patterns, based on customer engagements as well as on your personal experience, that will guide platform adoption
• Ensure high level of customer happiness with each qualified engagement
• Travel to visit customer sites

Required skills

• Bachelor's degree or equivalent in computer science, engineering, or other related technology field
• 5+ years of Linux system administration experience
• Experience in a support, development, engineering, or quality assurance (QA) organization
• Excellent understanding of Linux operating system
• Ability to handle multiple issues and projects while maintaining high attention to detail
• Ability to manage and grow existing enterprise customer relationships
• Fluency in German language is a must; solid grasp of the English language
• Ability to explain complex information to customers
• Red Hat Certified Engineer (RHCE) certification or willingness to pursue the certification is a plus
• Experience with Red Hat OpenShift or Kubernetes, or willingness to learn these technologies 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, uniformed services, 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.