About the job
At Red Hat, customer support includes far more than just "break-fix" solutions. Customers get industry-leading resources that enable their technical environments to run efficiently so they can focus on growing their businesses.
Red Hat's Customer Success team is looking for an experienced, enterprise-level engineer to join us as a Technical Account Manager. In this role, you'll work with a small set of key customers to provide practical technical and architectural guidance for the Red Hat Openstack Platform. You will build, maintain, and grow long-lasting loyalty between Red Hat and our customers. You will forge relationships with your customers, develop a deep technical understanding of their Red Hat implementation, share technical best practices, and serve as a point of contact for any major incidents. As a Technical Account Manager, you will manage customer expectation, tailor support for each customer's environment, facilitate collaboration with their other vendors, and advocate on their behalf. You will also partner closely with colleagues in engineering, research and development, product management, and technical support to debug, test, and resolve issues. Successful applicants within the U.S. central time zone are preferred. Well-qualified, home-based applicants will be considered to work remotely within states where Red Hat is registered to do business.
What you will do

• Support enterprise customers in implementing automated and containerized cloud application platform solutions
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Gain understanding of customers' technical infrastructures, hardware, and offerings and serve as a customer advocate within Red Hat
• Collaborate with the engineering, research and development, product management, and technical support teams
• Create documentation regarding customer issues and technical details on how to resolve them
• Manage and grow customer relationships by delivering attentive, relationship-based support
• Travel occasionally to visit regional customers, following Red Hat's COVID-19 guidelines

What you will bring

• 5+ years of experience working in a support, development, engineering, IT, or a quality assurance (QA) organization
• Administration experience with Platform-as-a-Service (PaaS) cloud solutions like Red Hat OpenStack Platform
• Expertise in enterprise cloud solutions like Platform-as-a-Service (PaaS)
• Competent comprehension of enterprise architecture and key business grow factors
• Ability to manage multiple issues and projects with shifting priorities and timelines
• Outstanding written and verbal communication skills; ability to convey complex information to customers both clearly and concisely
• Willingness to travel for customer visits and events within the region, following Red Hat's COVID-19 guidelines

The following are considered a plus:

• Telecommunications or service provider industry experience
• Bachelor's degree or an equivalent in a technology-related discipline, ideally computer science or engineering
• Experience working in DevOps environments
• Software engineering background; experience with RPM-based Linux and Java technologies
• Experience deploying applications in cloud environments
• Experience developing containerized applications
• Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts
• Familiarity with source code management tools like Git or Apache Subversion (SVN)
• Familiarity with a variety of hardware vendors
• Prior experience 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 reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Account - healthcare and dependent care
• Health Savings Account - high deductible medical plan
• Retirement 401(k) with employer match
• Paid time off and holidays
• Paid parental leave plans for all new parents
• Leave benefits including disability, paid family medical leave, and paid military leave
• Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.