Technical Account Manager - Platform

Red Hat's Public Sector Technical Services team is looking for an experienced, enterprise-level system engineer to join us as a Platform Technical Account Manager (TAM) with industry experience managing all aspects of RHEL systems.  In this role, you'll work with either one customer or a small set of key customers to provide technical and architectural guidance for the Red Hat infrastructure portfolio.  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.   This position may involve hands-on support.  Target locations are someone within the Eastern or Central US Time Zones.

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 key business and IT stakeholders and become an expert on customers’ implementations by understanding their top business goals and priorities

• Understand customers' technical infrastructure, hardware, processes, and products

• Deliver key portfolio updates and assist customers with product upgrades

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

• Perform initial or secondary investigations and respond to online and phone support requests

• Troubleshoot technical issues and guide issue escalation with Red Hat and customer teams

• Provide advice and guidance to customers about their current and future use of Red Hat’s offerings

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

• 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

• Engage with Red Hat Engineering teams to help develop solutions, based on customer engagements, as well as personal experience, that guide platform adoption

• Ensure a high level of customer experience with each qualified engagement

• Analyze and present periodic reviews of operational performance to customer leadership

• Establish and maintain parity with Red Hat’s open hybrid cloud strategy

• Deliver trainings and presentations to customers’ staff

• Travel, as necessary, to visit customers or internal events

What You Will Bring

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

• Excellent understanding of Red Hat Enterprise Linux and related technologies like, but not limited to, networking , storage, identity management, and Satellite.

• Some experience with IT automation platforms (e.g., Ansible) and their concepts

• Ability to handle multiple issues and projects, while maintaining a high attention to detail

• Ability to manage and grow existing enterprise customer relationships

• Excellent verbal and written communication skills in English, with the ability to explain complex information to customers clearly and concisely

• Willingness to pursue certifications like Red Hat Certified Engineer (RHCE)

• Good collaboration skills; experience working with internal as well as external resources

• Ability to learn new technologies quickly

• Efficient time management, as well as the ability to prioritize tasks according to their importance and urgency

• Ability to manage multiple issues and projects with focus on detail, while not losing sight of the overall picture

• Ability to communicate effectively how Red Hat’s offerings align to customers’ needs and use-cases

• Red Hat’s Public Sector team delivers our Confirmed Stateside Support offering so living within the United States and being a U.S. Citizen is required.

The following will be considered a plus:

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

• Red Hat Certified Engi