Technical Account Manager - Ansible

The Red Hat Technical Account Management team is looking for an enterprise-level engineer with a background in IT automation technologies to join us remotely as a Technical Account Manager in the Northeast US. In this role, you will work with a small set of enterprise customers to provide architectural guidance and implementation advice for Red Hat Enterprise Linux as well as Red Hat Ansible Automation Platform suite of solutions, which includes Red Hat Ansible Controller, Private Automation Hub  and Red Hat Ansible Core.

This is not a sales role. You'll be a dedicated customer engagement associate and a member of the Red Hat engineering and technical support teams. As a Technical Account Manager, you will provide a level of premium support that builds, maintains, and grows long-lasting customer loyalty by tailoring support for each of our customer’s environments, facilitating collaboration with their other vendors, and advocating on their behalf. Well-qualified applicants within the eastern U.S. will be considered to work remotely within states and provinces in which Red Hat is registered to do business.

Note: This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws.

What you will do

• Develop relationships with customer key business and IT stakeholders and become an expert on their implementations by understanding their top business goals and priorities

• Perform technical reviews and share knowledge to proactively identify and prevent issues

• Gain understanding of customer technical infrastructures and environments, hardware, and offerings

• Partner closely with engineering, development, product management, and technical support teams to debug, test, and resolve issues

• Guide customers through technology changes or potential disruptions to their service and advise them on mitigation strategies

• 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; analyze and present periodic reviews of operational performance to customer leadership

• Manage and grow customer relationships by delivering attentive, relationship-based support

• Travel, as necessary, to visit customers or attend internal events, following Red Hat's COVID-19 guidelines

What you will bring

• Experience with RHEL, Red Hat Ansible Automation Platform and Red Hat Satellite

• Combination of technical and customer-facing skills and willingness to embrace and further develop both

• Linux or UNIX system administration experience; excellent understanding of Linux and related technologies like management, networking, and storage

• Experience with IT automation, configuration management, application deployment, and infrastructure orchestration technologies

• Experience working in a support, development, engineering, or quality assurance (QA) organization

• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation

• Experience with enterprise datacenter environments and operations

• Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience

• Ability to explain complex information, like aligning Red Hat's offerings to customer needs or use cases with customers in straightforward terms

• Growth mindset and willingness to learn; including earning specific technology certifications as part of your onboarding and professional development process

• Outstanding written and verbal communication skills in English

• Excellent collaboration skills; ability to manage internal and external communications and prioritize tasks according to their importance and urgency

The following are considered a plus:

• Red Hat Certified Engineer (RHCE) certification

• Experience with technologies like Red Hat Enterprise Linux (RHEL), Red Hat Satellite, Red Hat Ansible Automation Platform, Red Hat OpenShift Container Platform, Red Hat OpenStack Platform, etc.

• Experience with cloud computing and different cloud providers like Microsoft Azure, Amazon Web Services (AWS), Google Compute Platform (GCP), or IBM Cloud

• Familiarity with source code management tools like Git or Apache Subversion

• Familiarity with a variety of hardware vendors

• Bachelor's degree in a technology-related discipline, preferably computer science or engineering

• Prior experience working in a technical leadership or mentorship role

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Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience. 

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.

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. 

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.