Platform Technical Account Manager - Central or Eastern U.S.

$90,480 - $144,660/Yr

Red Hat

Full-time - Mid Level

Remote

Professional, Scientific, and Technical Services

About the position

Red Hat's Technical Services team is looking for an enterprise-level system engineer to join us remotely as a Platform Technical Account Manager (TAM) in the Central or Eastern United States. In this role, you will work with a small set of financial services customers to provide direct technical and architectural guidance for the Red Hat infrastructure portfolio. 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 the point of contact for any major incidents, managing the customer's expectation communications through resolution of such incidents. You will tailor support for each customer's environment, facilitating collaboration with their other vendor advocates on their behalf. At the same time, you'll work closely with our engineering, research and development, product management, and technical 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.

Responsibilities

• Support enterprise customers by providing direct technical and architectural guidance for the Red Hat infrastructure portfolio
• Develop relationships with key business IT stakeholders and become an expert on a customer's implementation by understanding their top business goal priorities
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Gain understanding of customer technical infrastructures, hardware, and offerings, serving as a customer advocate within Red Hat
• Collaborate with the engineering, research and development, product management, and technical support teams
• Create customer engagement plans and keep the documentation on the customer's environment updated
• Create documentation regarding customer issue technical details on how to resolve them
• Manage and grow customer relationships by delivering attentive, relationship-based support
• Build trust with customers and serve as their advocate within Red Hat
• Forewarn customers of technology changes or potential disruptions to their service and advise 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
• Engage with Red Hat's field teams, customers, and partners to ensure a positive technology experience and a successful outcome resulting in long-term enterprise success
• Travel occasionally to visit regional customers

Requirements

• A combination of technical and customer-facing skills with a willingness to embrace and further develop both
• 5+ years of experience working in a technical support, development, engineering, IT, or a quality assurance organization
• Linux system administration experience; excellent understanding of Linux and related technologies like management, networking, and storage
• Technical knowledge of the Linux kernel and Linux file system
• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
• Competent comprehension of enterprise architecture and strategic business drivers
• Experience with enterprise datacenter environment operations
• Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience
• Ability to explain complex information in straightforward terms; specifically to align Red Hat's offerings to customer needs
• Growth mindset and willingness to learn; including earning technology certifications as part of the onboarding and professional development process
• Outstanding verbal and written communication skills; ability to convey complex information to customers clearly and concisely
• Excellent collaboration skills; ability to manage internal and external communication and prioritize tasks according to their importance and urgency
• Ability to travel to make on-site customer visits and attend events within the region
• Red Hat Certified Engineer (RHCE) a plus
• Bachelor's degree in a technology-related discipline, preferably computer science or engineering
• Experience with enterprise cloud solutions like Platform-as-a-Service (PaaS), containers, Kubernetes, cloud management, and IT automation is a plus

Nice-to-haves

• Red Hat Certified Engineer (RHCE)
• Experience with enterprise cloud solutions like Platform-as-a-Service (PaaS), containers, Kubernetes, cloud management, and IT automation

Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Account - healthcare and dependent care
• Health Savings Account - high deductible medical plan
• Retirement 401(k) with employer match
• Paid time off and holidays
• Paid parental leave plans for all new parents
• Leave benefits including disability, paid family medical leave, and paid military leave
• Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!