Dedicated Operations Technical Account Manager - Ansible Automation Platform

Dedicated Operations Technical Account Manager (DO-TAM) in the United States. In this role, you will partner closely with a public sector customer to provide architectural guidance and implementation advice for the Ansible Automation suite of solutions. 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 DO-TAM you will provide a level of premium support that builds, maintains, and grows long-lasting customer loyalty by tailoring support for our customer's environments, facilitating collaboration with their other vendors, and advocating on their behalf.

What You Will Do

• Serve as the trusted technical advisor and escalation point for assigned enterprise customers regarding their Ansible Automation journey.

• 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

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

• 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

• Provide hands on keyboard support as needed

• Willingness to provide after hours coverage (on-call duty)

• Travel as necessary to visit regional customer

What You Will Bring

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

• Excellent understanding of Linux and related technologies like, but not limited to, networking and storage

• 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

• US Citizenship 

The following will be considered a plus:

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

• Red Hat Certified Engineer (RHCE) certification

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

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