Technical Account Manager - Management and Automation (Ansible)

About the job

The Red Hat Global Services team is looking for a Technical Account Manager to join us in EMEA. In this role, you are going to provide personalized, attentive support and mentorship, building high-value relationships with a small set of enterprise customers as you try to understand their IT infrastructure, internal processes, and business needs. You will ensure that our customers receive access to solutions that enable their technical environments to run efficiently. As a Technical Account Manager, you work closely with internal resources such as Support Delivery, Engineering, and Product Management depending on the customers’ environments and needs and facilitate cooperation with their other vendors, and advocate on their behalf. In this position, you are building up, maintaining, and growing long-lasting loyalty between Red Hat and our customers. You have the opportunity to shape the future of our technology along with subject matter experts and developers in the Open Source Community.

What you will do

• Develop relationships with key business and IT stakeholders and become an expert on customer implementations by understanding their top business goals and priorities
• Understand customers' technical infrastructure, hardware, processes, and products
• Deliver key portfolio updates and assist customers with product upgrades
• Inform customers of technology changes or potential disruptions to their service and advise them on mitigation strategies
• Perform initial or secondary investigations and respond to online and phone support requests
• Troubleshoot technical issues and guide issue escalation with Red Hat and customer teams
• Provide advice and guidance to customers about their current and future use of Red Hat’s offerings
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• 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 Engineering teams to help develop solutions, based on customer engagements, as well as personal experience, that guide platform adoption
• Ensure high level of customer experience with each qualified engagement
• Analyze and present periodic reviews of operational performance to customer leadership
• Establish and maintain parity with Red Hat’s open hybrid cloud strategy
• Delivering trainings and presentations to customers staff
• Travel, as necessary, to visit customers or internal events

What you will bring

• Prior experience in a support, development, engineering, or quality assurance organization
• Excellent understanding of Linux and related technologies such as, but not limited to, networking and storage
• Experience with IT automation platforms (such as Ansible) and their concepts
• Ability to handle multiple issues and projects, while maintaining a high attention to detail
• Ability to manage and grow existing enterprise customer relationships
• Excellent verbal and written communication skills in English, with the ability to explain complex information to customers clearly and concisely
• Willingness to pursue certifications, such as RHCE
• Good collaboration skills; Working with internal as well as external resources
• Ability to learn new technologies quickly
• Efficient time management, as well as the ability to prioritize tasks according to their importance/urgency
• Ability to manage multiple issues and projects with focus on detail, while not losing sight of the overall picture
• Be able to communicate effectively how Red Hat’s offerings align to customer needs and use-cases

The following are considered a plus

• Bachelor's degree in a technology-related discipline, preferably computer science or engineering
• Red Hat Certified Engineer (RHCE) certification
• Previous hands-on experience with Red Hat technologies, such as Red Hat Enterprise Linux (RHEL), Red Hat Satellite, Red Hat OpenShift Container Platform, Red Hat OpenStack Platform, Red Hat Ansible Automation Platform, etc.
• Experience with cloud computing and different cloud providers, such as Microsoft Azure, Amazon Web Services (AWS), Google Compute Platform (GCP) or IBM Cloud
• Prior experience serving in a technical leadership or mentorship role

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)
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.

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