Technical Account Manager

About the Job:

Red Hat's Technical Services team is looking for an experienced, enterprise-level engineer to join us as an OpenShift Technical Account Manager (TAM) in Dubai, UAE. In this role, you'll work with a small set of key customers to provide hands-on technical and architectural guidance for the Red Hat OpenShift Container Platform. At Red Hat, customer support includes far more than just break-fix solutions. Customers get industry-leading resources that enable their technical environments to run efficiently, so they can focus on growing their businesses. Technical account management is a premium support offering that builds, maintains, and grows long-lasting customer loyalty between Red Hat and our customers. You will forge relationships with your customers, develop a deep technical understanding of their Red Hat implementation, share technical best practices and act as point of contact for any major incidents, managing the customer s expectations and communications through resolution of such incidents. You will tailor support for each customer's environment, facilitate collaboration with their other vendors and advocate on their behalf. At the same time, you'll work closely with our Engineering, Research and Development, Product Management, and Global Support teams to debug, test, and resolve issues. The ideal TAM is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly and uses their time efficiently.

What you will do:

• Develop relationships with key business and IT stakeholders and become an expert on a customer s implementation by understanding their top business goals and priorities.
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Forewarn customers of technology changes or potential disruptions to their service and advice on mitigation strategies.
• Provide advice and guidance to customers about their current and future Red Hat products;
• Troubleshoot technical issues and drive issue escalation with Red Hat and customer teams
• Complete analysis and present periodic reviews of operational performance to customer leadership
• Manage customer use cases and maintain clear and concise case documentation
• Create customer engagement plans and keep the documentation on the customer's environment updated
• Manage and grow customer relationships by delivering attentive, relationship-based support
• Build a sense of trust with customers and serve as their advocate within Red Hat
• 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
• Partner closely with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues
• Travel, as necessary, to visit customers and attend events within the region
• Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
• Establish and maintain parity with Red Hat cloud technologies strategy
• Engage with Red Hat s product engineering teams to help develop solution patterns, based on customer engagements, as well as personal experience, that drive platform adoption
• Engage with Red Hat s field teams, customers, and partners to ensure a positive cloud technology experience and a successful outcome resulting in long-term enterprise success
• Communicate how specific Red Hat cloud solutions and our cloud roadmap align to customer use cases

What you will bring:

• 5 years experience in a support, development, engineering, or quality assurance organisation
• Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
• Outstanding verbal and written communication skills; ability to convey complex information to customers clearly and concisely
• Competent comprehension of enterprise architecture and strategic business drivers
• Ability to manage multiple issues and projects with an eye for detail
• Direct experience with a variety of hardware vendors

The following are considered a plus:

• Experience in system management, cloud or server virtualization
• Bachelor's degree in a technology-related discipline, preferably computer science or engineering
• Red Hat Certified Engineer (RHCE)
• Prior experience in a technical leadership or mentorship role
• Experience with training and presentation delivery
• Expertise with enterprise cloud solutions like Platform-as-a-Service (OpenShift by Red Hat), containers, Kubernetes, cloud management (Red Hat CloudForms), and IT automation (Ansible Automation Platform by Red Hat)