Technical Account Manager - OpenShift Container Platform

Openshift Technical Account Manager (TAM)

Red Hat's Technical Services team is looking for an enterprise-level engineer to join us remotely as an OpenShift Technical Account Manager (TAM) in the U.S. Pacific or Mountain Time Zone. In this role, you will work with a small set of enterprise customers to provide direct 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 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.

Support enterprise customers in implementing automated and containerized cloud application platform solutions

Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms

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

Gain understanding of customer technical infrastructures, hardware, and offerings and serve 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 issues and 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 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

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

Travel occasionally to visit regional customers

5+ years of experience working in a support, development, engineering, IT, or a quality assurance organization

Administration experience with Platform-as-a-Service (PaaS) cloud solutions like Red Hat OpenShift Container Platform

Expertise in enterprise cloud solutions like Platform-as-a-Service (PaaS), containers, Kubernetes, cloud management, and IT automation

Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support

Competent comprehension of enterprise architecture and strategic business drivers

Ability to manage multiple issues and projects with shifting priorities and timelines

Outstanding written and verbal communication skills and ability to convey complex information to customers clearly and concisely in English

Ability to travel for customer visits and events within the region

Residence within the U.S. Pacific or Mountain Time Zone

Bachelor's degree or an equivalent in a technology-related discipline, ideally computer science or engineering is a plus

Experience working in DevOps environments preferred

Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts a plus

Familiarity with source code management tools like Git or SVN preferred

Red Hat Certified Engineer (RHCE) a plus