Senior Technical Account Manager (TAM)

About the Job

Red Hat's Services team is seeking an experienced and highly skilled support engineer or systems administrator with an overall 8-10 years of experience, to join us as Senior Technical Account Manager for our enterprise customers covering RHEL, Red Hat OpenShift Container Platform, and Red Hat Ansible. In this role, you'll provide personalized, proactive technology engagement and guidance, and cultivate high-value relationships with clients as you seek to understand and meet their needs with the complete Red Hat portfolio of products. As a Senior Technical Account Manager, you will provide a level of premium advisory-based 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 the customer's behalf. At the same time, you'll work closely with our Engineering, R&D, Product Management, Global Support, Sales & Services teams to debug, test, and resolve issues.

What will you do?

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

• Understand your customers' technical infrastructures, hardware, processes, and offerings

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

• Deliver key portfolio updates and assist customers with upgrades

• Manage customer cases and maintain clear and concise case documentation

• Create customer engagement plans & keep documentation on customer environments updated

• Ensure a high level of customer satisfaction with each qualified engagement through the complete adoption life cycle of our offerings

• Engage with Red Hat's field teams, customers to ensure a positive platform & cloud technology experience and a successful outcome resulting in long-term enterprise success

• Communicate how specific Red Hat platform & cloud solutions and our cloud road-map align to customer use cases

• Capture Red Hat product capabilities and identify gaps as related to customer use cases through a closed-loop process for each step of the engagement life cycle

• Engage with Red Hat's product engineering teams to help develop solution patterns based on customer engagements and personal experience that guide platform adoption

• Establish and maintain parity with Red Hat’s platform & cloud technologies strategy

• 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 or process areas

• Travel to visit customers, partners, conferences, and other events as needed

What will you bring?

• Bachelor's degree in science or a technical field; engineering or computer science

• Competent reading and writing skills in English

• Ability to effectively manage and grow existing enterprise customers by delivering proactive, relationship-based, best-in-class support

• Upstream involvement in open source projects is a plus

• Indian citizenship or authorization to work in India

• RHEL

  • Proven & strong system administration and troubleshooting experience with Red Hat Enterprise Linux, other Linux platforms, or Unix in a production environment 

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

• RHOCP

  • Experience in Red Hat OpenShift Container Platform (RHOCP) or Kubernetes or Dockers cluster management

  • Understanding of RHOCP Architecture & different types of RHOCP installations

  • Experience in RHOCP Troubleshooting and data/logs collection 

  • Strong working knowledge of Prometheus and Grafana open source monitoring solutions will be considered a plus

  • Administration experience of Red Hat OpenShift v4.x will be considered a plus

• Ansible

  • Competent understanding of how Ansible works and various components of Ansible Automation Platform

  • Experience in troubleshooting and writing Ansible Playbooks 

  • Experience with different cloud providers like AWS, GCE & Azure

About Red Hat
Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact. Opportunities are open. Join us.

Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

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