Technical Account Manager

Job Summary
Red Hat’s Technical Account Management team is looking for an enterprise-level engineer with a background in Red Hat Enterprise Linux to join us remotely in the East region of the United States as a Technical Account Manager. In this role, you will work with a small set of key customers to provide direct technical and architectural guidance for the Red Hat Enterrpise Linux Platform. You will also commit to learning Ansible Automation Platform, if not already proficient. 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. Technical account management is a premium support offering that builds, maintains, and grows long-lasting customer 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 act as point of contact for any major incidents, managing the customer’s expectations and communications through resolution of such incidents. You will tailor support for each customer's environment, facilitate collaboration with their other vendors and advocate on their behalf. At the same time, you'll work closely with our engineering, research and development, product management, and technical support teams to debug, test, and resolve issues. The ideal TAM is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly and uses their time efficiently.

What You Will Do

• Serve as the primary customer advocate within Red Hat, facilitating communication and collaboration across teams

• Deliver Red Hat portfolio roadmap updates and assist customers with product upgrades and implementation

• Rapidly learn and stay current with new technologies, including container orchestration, registries, build strategies, microservices, and automation environments

• Specialize in Red Hat Enterprise Linux, providing expertise on its implementation and use

• Perform technical reviews to proactively identify and prevent issues, sharing knowledge across teams

• Gain a comprehensive understanding of the customer's technical infrastructures, environments, hardware, and product usage

• Investigate and respond to support requests via various channels, including online, phone, video call, chat, etc.

• Provide strategic advice and guidance on current and future Red Hat products and solutions

• Manage customer cases, maintaining clear and concise documentation

• Collaborate with engineering, R&D, product management, and technical support teams

• Create and maintain technical documentation for issue resolution and knowledge sharing

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

• Visit customer sites as needed and ensure exceptional service experience

What You Will Bring

• 5+ years of experience working in a support, development, engineering, IT, or a quality assurance organization

• Experience with Red Hat Enterprise Linux, including installation, patch management, performance tuning and troubleshooting.

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

• Ability to manage and grow existing 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

• Bachelor's degree in a technology-related discipline (computer science or engineering is an advantage)

The Following are Considered a Plus

• Experience with container technologies such as Docker, Podman, and Kubernetes

• Experience working in automation environments

• Software engineering background; experience with RPM-based Linux technologies

• Experience deploying applications in cloud environments

• Experience developing containerized applicati