Description:
The Red Hat Technical Account Management team is looking for a Technical Account Manager to join us in Germany or Austria, in one of our offices, or in a remote position.
In this role, you will provide personalized, attentive support and mentorship to a small set of enterprise customers. Your goal will be to build high-value relationships as you understand their IT infrastructures, internal processes, and business needs, creating long-lasting loyalty to Red Hat. You will ensure that our customers have access to solutions that enable their technical environments to run efficiently. As a Technical Account Manager, you will work closely with internal teams such as Support Delivery, Engineering, and Product Management. Depending on your customers’ environments and needs, you will help them collaborate with other vendors and advocate on their behalf. In this role, you will have the opportunity to shape the future of our technology alongside subject matter experts and developers in the open-source community.
What you will do
- Become a Red Hat technical ambassador, working closely with a small number of customers using Red Hat Platform Technology; develop relationships with key business and IT stakeholders, including customer managers and technical associates
- Deliver key portfolio updates and assist customers with upgrades of our offerings; advise customers on technology changes, mitigation strategies, and potential disruptions to their service
- Conduct technical investigations of customer issues to find root causes and solutions on your own or through collaboration with fellow Red Hatters 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 identify and prevent issues proactively
- Drive customer issues and maintain clear and concise case and customer documentation; create customer engagement plans
- Handle customer escalations with Red Hat and customer teams
- Engage with Red Hat’s engineering teams to help develop solutions, based on customer engagements as well as personal experience, that will guide product adoption
- Analyze and present periodic reviews of operational performance to customer leadership
- Travel, as necessary, to visit customers or attend internal events
- Collaborate with third-party hardware and software vendors
What you will bring
- 5+ years of Linux or UNIX system administration experience
- Knowledge of or experience with Red Hat Ansible (esp. RHEL System Roles)
- Prior experience in a support, development, engineering, or quality assurance organization
- Technical knowledge of the Linux kernel and Linux file system
- Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
- Outstanding verbal and written communication skills
- Ability to convey complex information to customers clearly and concisely
- Ability to manage multiple issues and projects with an eye for detail
- Hands-on experience with a variety of hardware vendors
- Experience in container management (e.g. podman, rootless containers)
- Experience in networking principles, storage concepts, and security best practices in enterprise environments
- Experience in system management, cloud, or server virtualization is a plus
- Expertise in Edge computing is a plus
- Previous knowledge in some technologies such as Ansible, Satellite, and Insights
- Red Hat Certified Engineer (RHCE) is a plus