Technical Account Manager

4 weeks ago


Remote, United Arab Emirates Red Hat, Inc. Full time

What you will do:
- Develop relationships with key business and IT stakeholders and become an expert on customer 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- Delivering training and presentations to customers staff- Travel, as necessary, to visit customers or internal events

What you will bring:
- Expertise with enterprise cloud solutions like Platform-as-a-Service (OpenShift), containers, Kubernetes, and IT automation- Experience with Telco Cloud computing infrastructure solutions (such as OpenShift and OpenStack) and their concepts- Strong understanding of Linux and related technologies such as, but not limited to, networking and storage- Prior experience in a support, development, engineering, or quality assurance organization- 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, such as RHCE, RHCA, etc.- Efficient time management, as well as the ability to prioritize tasks according to their importance/urgency- Ability to manage multiple issues and projects with a focus on detail, while not losing sight of the overall picture- Be able to communicate effectively how Red Hat’s offerings align with customer needs and use cases

The following are considered a plus:
- Bachelor's degree in a technology-related discipline, preferably computer science or engineering- Red Hat certifications such as RHCE and RHCA- Previous hands-on experience with Red Hat technologies, such as Enterprise Linux (RHEL), Satellite, OpenShift Container Platform, OpenStack Platform, Ansible Automation Platform, etc.- Experience with cloud computing and cloud providers, such as Microsoft Azure, Amazon Web Services (AWS), Google Compute Platform (GCP) or IBM Cloud- Comprehension of continuous integration (CI) and continuous delivery (CD) concepts- Prior experience serving in a technical leadership or mentorship role

LI-NG1

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 does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any



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