Partner Technical Account Manager, OpenShift - Remote, Germany or Austria (m/f/d)

Job Summary

Red Hat's Global Partner Engagement team is looking for an experienced, enterprise-level engineer to join us as an OpenShift Technical Account Manager (TAM) in EMEA. In this role, you will work with a small set of key partners to provide hands-on technical and architectural guidance for the Red Hat infrastructure portfolio.

At Red Hat, partner support includes far more than just “break-fix” solutions. Partners get industry-leading resources that enable their technical solutions and customer-facing services 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 loyalty between Red Hat and our partners. You will forge relationships with your partners, developing 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 partner’s expectations and communications through resolution of such incidents. You will tailor support for each partner's solutions, work closely with the extended virtual account team and advocate on their behalf.

At the same time, you'll work closely with our Engineering, Research and Development, Product Management, and Global Support teams to debug, test, and resolve issues. The ideal TAM is a team player, enjoys working hard, exhibits technical and business acumen, 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

• Develop relationships with key business and IT stakeholders and become an expert on a partner’s solutions by understanding their top business goals and priorities.

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

• Forewarn partners of technology changes or potential disruptions to their service and advise on mitigation strategies

• Provide advice and guidance to partners about current and future Red Hat products

• Troubleshoot technical issues and drive issue escalation with Red Hat, partner and customer teams

• Complete analysis and present periodic reviews of operational performance to leadership

• Manage partner use cases and maintain clear and concise case documentation

• Create partner engagement plans and keep documentation relevant to a partner's solution updated

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

• Build a sense of trust with partners and serve as their advocate within Red Hat

• Contribute internally to the Red Hat team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a Subject-Matter Expert (SME) and mentor for specific technical or process areas

• Collaborate  with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues

• Travel, as necessary, to visit partners and attend events within the region

What you will bring

• Excellent German and English communication skills

• 8 years experience in a support, development, engineering, or quality assurance organization

• Ability to manage and grow existing enterprise partner relationships by delivering proactive, relationship-based support

• Outstanding verbal and written communication skills; ability to convey complex information to partners clearly and concisely

• Competent comprehension of enterprise architecture and strategic business drivers

• Ability to manage multiple issues and projects with an eye for detail

• Direct experience with a variety of hardware (or partner) vendors

• Experience with training and presentation delivery

The following are considered a plus:

• Experience in system management, cloud or server virtualization

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

• Prior experience in a tec