Senior Technical Account Manager

hace 7 meses


En remoto, España Red Hat, Inc. A tiempo completo

Red Hat's Technical Account Management team is seeking an experienced Ceph engineer, to join us as a Red Hat Storage Technical Account Manager for our strategic & enterprise customers. In this role, you'll provide personalized, proactive support and guidance, and cultivate high-value relationships with clients as you seek to understand and meet their needs with Red Hat's portfolio of products.

What will you do:

- Perform technical reviews and share knowledge to proactively identify and prevent issues
- Gain an understanding of customers' technical infrastructure, hardware, and software needs
- Perform initial or secondary investigation and respond to online and phone support requests
- Deliver key Red Hat Ceph portfolio road-map updates & assist customers on product upgrades
- Manage customer cases and maintain clear and concise case documentation
- Serve as the customer's advocate within Red Hat
- Collaborate with the Engineering, Research and Development, Product Management, and Technical Support teams
- Record customer interactions including investigation, troubleshooting, and resolution of issues
- Partner with Red Hat strategic cloud partners to jointly solve multi-vendor customer issues
- Demonstrate considerable judgment in selecting methods and techniques to obtain solutions
- Maintain a commitment to providing the best experience possible for Red Hat customers
- Manage workload to ensure all customer issues are handled and resolved in a timely manner
- Assist in development of comprehensive & reusable self-service solutions for future incidents
- Travel as necessary to visit customers
- Exceed customer expectations by providing outstanding customer service
- Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain

What will you bring:

- 7/8 years of experience with Linux, or Unix operating systems.
- Strong experience with Linux, or Unix operating systems.
- Experience in software-defined storage technologies: Ceph or other enterprise storage platform is a must
- Linux operating system installation, configuration, upgrade, and maintenance experience is

highly preferred.
- Experience in a support, development, engineering, or quality assurance organization
- Technical knowledge and actual working experience with the Linux storage and file system
- Proven experience in storage configuration, deployment & administration
- Fundamental understanding of the OpenStack, Container architecture and administration experience across all working components
- Ability to convey information to customers in a clear and concise manner
- Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation
- Demonstrated first-rate customer service experience or prior technical support experience; desire to go above and beyond in assisting customers
- Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support
- Ability to deal with rapid change and limited structure
- Proven ability and willingness to learn new open source technologies
- Excellent reading and writing skills in English; fluent English language skills are preferred
- Commitment to providing the best experience possible for Red Hat customers
- Prior Red Hat solution certification, e.g. Red Hat Certified Engineer (RHCE) or other relevant

certifications is a plus
- Knowledge or familiarity with Amazon Web Services; VMware vSphere, Azure, Google Cloud is a plus
- Upstream involvement in open source projects (patches submitted for upstream) is a plus
- Scripting or programming experience in languages like Bash, C, or Python is a plus
- Bachelor's degree in science or a technical field; engineering or computer science is preferred

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 aspir



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