Technical Account Manager - OpenShift

About the Job:

The Technical Account Manager (TAM) delivers strategic technical and architectural guidance along with hands-on technical support to key customers, enabling them to optimize their Red Hat infrastructure. This role cultivates strong relationships, develops deep technical expertise of customer environments and exercises good judgment to make informed decisions that impact customer success. The TAM is responsible for working independently with minimal instruction to resolve moderately complex technical issues. This role proactively coaches customers on best practices for utilizing Red Hat solutions, anticipates and mitigates potential customer challenges, serving as a trusted advisor and advocate for assigned accounts. The TAM demonstrates a solid understanding of customer business needs and technical environments, contributing significantly to customer success and retention.

Note: This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws.

What You Will Do:

• Proactively identify and address potential technical risks within customer environments.
• Develop and support the implementation of solutions for complex technical challenges.
• Provide hands-on support to the assigned customer
• Collaborate with engineering and product management teams on customer escalations.
• Conduct regular technical reviews with customers to ensure optimal performance.
• Develop and maintain deep technical expertise in assigned Red Hat products.
• Serve as a technical mentor for junior team members.
• Contribute to the development of best practices and internal training materials.
• Conduct regular account reviews with customers and internal stakeholders.
• May be required to work on customer site and connect to customer systems.

What You Will Bring:

• 6+ years of experience working in a support, development, engineering, IT, or quality assurance (QA) organization
• 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
• Competent comprehension of enterprise architecture and strategic business drivers
• Direct experience with a variety of hardware vendors
• Ability to manage multiple issues and projects with shifting priorities and timelines
• Outstanding written and verbal communication skills; ability to convey complex information to customers both clearly and concisely
• Ability to travel for customer visits and events within the region
• Comprehension of continuous integration (CI) and continuous delivery (CD) concepts

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About Red Hat

Red Hat is the world’s leading provider of enterpriseopen source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. 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.

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 different 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 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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