The Red Hat Global Partner Engagement team within the Partner Ecosystem Success (PES) organization is looking for an Associate Partner Acceleration Lead (PAL) to join us in EMEA. You’ll provide partners a direct contact to the Partner Acceleration Desk, a no cost offering where our technology partners can ask questions relating to Red Hat offerings, partner programs, product certification, training, engagement process, and more. Whether an existing Red Hat Partner that uses our products and technologies to build and certify for, support, or to interoperate with our platforms, or are a prospective partner, they can use this desk to ask us questions throughout their engagement journey. We provide this service to simplify the Red Hat partnering experience with the goal of achieving better relationships. Your main goal will be helping to scale out our program offerings to effectively reach a larger audience of partners through consistent, repeatable and impactful partner interactions.
The position is office-based in Brno, Czech Republic.
What you will do:
First point of contact to unmanaged partners throughout their journey with Red Hat using an internal ticketing tool
Assuming ownership for tickets raised by partners until resolution
Ensuring proper solution has been provided for the tickets raised by partners
Guiding corrective actions and closed-loop activities for partners
Collaborating and liaising with Ecosystem Partner Management, Technical Support, Certification and Sales teams to ensure partner inquiries are addressed in an efficient and timely manner
Documenting solutions to known partner issues in knowledge base articles using the KCS methodology
Documenting internal processes to enable other partner facing teams within Red Hat
Coordinating with Sales, Product Management, Engineering, and Technical Support teams to advocate for partner needs and bidirectional feedback
Tailoring and delivering materials to educate partners on Red Hat product life cycle, certification, and support best practices
Contributing to metrics and other reporting standards to showcase the impact of the Partner Acceleration Desk to internal stakeholders
What you will bring:
Background or experience in support; an understanding of technical support and professional services processes and workflows
Experience advocating for customers or partners and an ability to foster and cultivate relationships with them
Outstanding written and verbal communication skills in English
Detail-oriented and possess excellent follow up skills
Organized and work well with constant priority changes
Self-starter and able to take ownership of new initiatives; ability to see through to closure or proposed solution
Experience working in a ticketing tool (e.g. Jira, Salesforce)
The following skills are considered a plus:
Experience with partner organizations and handling of not for resales (NFRs), partner program bundles, entitlements, etc.
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.
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.
Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email [email protected]. General inquiries, such as those regarding the status of a job application, will not receive a reply.
Skills Required
- Background or experience in support and understanding of technical support and professional services workflows
- Experience advocating for customers or partners and ability to build and maintain relationships
- Outstanding written and verbal communication skills in English
- Detail-oriented with excellent follow-up skills
- Organized and able to work with frequent priority changes
- Self-starter able to take ownership of initiatives through to resolution
- Experience working in a ticketing tool (e.g., Jira, Salesforce)
- Experience documenting solutions and knowledge base articles using KCS methodology
- Experience with partner organizations and handling NFRs, partner program bundles, entitlements
Red Hat Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Red Hat and has not been reviewed or approved by Red Hat.
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Healthcare Strength — Healthcare coverage is presented as comprehensive, spanning medical, dental, and vision along with life and disability coverage. Access to HSA/FSA options and broadly positive reception of health benefits support the view that healthcare is a core strength.
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Leave & Time Off Breadth — Time-off offerings are described as generous, with substantial PTO for new hires plus additional recharge days and an end-of-year shutdown for many non-critical roles. Paid volunteer time, holidays, sick days, and supportive expectations around taking time off reinforce the breadth of leave benefits.
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Strong & Reliable Incentives — The rewards package includes performance bonuses and a recurring quarterly bonus program tied to company and individual performance. Availability of ESPP participation further adds to incentive pathways beyond base pay.
Red Hat Insights
What We Do
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.
Why Work With Us
Red Hatters freely exchange different viewpoints, contribute ideas, and solve problems together. Our love of collaboration, accountability, a sense of community, and a measure of autonomy combine to create a powerful force that fosters innovation and makes Red Hat a great place to work.
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