Openshift Technical Account Manager

Company Description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

About The Job

This is a technical services role, focused at helping facilitate adoption and proper usage of Red Hat technologies, while achieving success with customer business objectives. This is not a sales role. You will work with a small set of key enterprise customers. You will work closely with them to gain an understanding of their IT infrastructure, internal processes, and business needs. You will provide a premium level of engagement that builds, maintains, and grows long-lasting customer loyalty. You will identify trends in customer usage of our technologies and within their industry that can provide valuable insight to your customers. You will help facilitate technical support to your customers. You will facilitate collaboration with other vendors. You will be an advocate internally within Red Hat on behalf of your customers.

This particular opening is focused on assisting customers with our Red Hat Openshift product. However, we may adjust the duties to cover other Red Hat technologies if necessary. 

Job Location

We are looking for candidates that are located in the Central or Eastern timezone within the United States. Successful applicants must reside in a state where Red Hat is registered to do business.

What You Will Do

• Support enterprise customers that are implementing or using  Red Hat Openshift  solutions

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

• Visit customer sites as needed and ensure exceptional service experience

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

• 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

• Perform technical reviews to identify and prevent issues and then use those discoveries to proactively improve the customer experience

• Collaborate with our support team on customer support requests, including joining calls, interacting via email, and performing technical troubleshooting

• Oversee and report on customer cases, maintaining clear and concise documentation

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

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

• Acquire and maintain Red Hat certifications on technologies relevant to your customers

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

What You Will Bring

• Experience in a technical support, software development or engineering, or quality assurance organization

• Extensive technical knowledge of Red Hat Openshift or similar container 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 is preferred

• Residence within the U.S. Central or Eastern Time Zone

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

• Experience with Linux system administration, preferably Red Hat Enterprise Linux (RHEL) or a derivative

• Experience working in DevOps environments preferred

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

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