Senior Technical Account Manager

About the job:
The Red Hat Customer Success team for Europe, the Middle East, and Africa (EMEA) is looking for a Senior Technical Account Manager, Openshift to join us remotely in Spain. In this role, you will provide personalized, attentive support, mentorship, and build high-value relationships with a small set of enterprise customers as you try to understand their IT infrastructure, internal processes, and business needs. You will ensure that our customers receive access to solutions that enable their technical environments to run efficiently.

What you will do:

- Become a Red Hat technical ambassador, working closely with a small number of customers using Red Hat OpenShift; develop relationships with key business and IT stakeholders, including customer managers and technical associates
- Deliver key portfolio updates and assist customers with upgrades of our offerings; advise customers on technology changes, mitigation strategies, and potential disruptions to their service
- Conduct technical investigations of customer issues to find root causes and solutions on your own or through collaboration with fellow Red Hatters and customer teams
- Provide advice and guidance to customers about their current and future use of Red Hat's offerings
- Perform technical reviews and share knowledge to proactively identify and prevent issues
- Manage customer cases and maintain clear and concise case and customer documentation; create customer engagement plans
- Handle customer escalations with Red Hat and customer teams
- Engage with Red Hat's engineering teams to help develop solutions, based on customer engagements as well as personal experience, that will guide the adoption of our offerings
- Analyze and present periodic reviews of operational performance to customer leadership
- Deliver trainings and presentations to customer associates
- Travel, as necessary, to visit customers or attend internal events, following Red Hat's COVID-19 guidelines
- Collaborate with third-party hardware and software vendors

What you will bring:

- Combination of technical and customer-facing skills and willingness to embrace and develop both
- Prior professional experience working in a support, development, engineering, or quality assurance (QA) organization, including technical and communication skills
- Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience
- Experience with cloud computing and different cloud providers like Microsoft Azure, Amazon Web Services (AWS), Google Compute Platform (GCP), or IBM Cloud
- Expertise in container technologies and their concepts
- Previous experience with Red Hat technologies like Red Hat Enterprise Linux (RHEL), Red Hat OpenShift Container Platform, Red Hat OpenStack Platform, Red Hat Ansible Automation Platform, etc., as well as Red Hat subscription management
- Growth mindset and willingness to learn; as part of your onboarding and further development process, you’ll obtain specific technology certifications like Red Hat Certified Engineer (RHCE) or those related to Red Hat OpenShift Container Platform, Red Hat OpenStack Platform, and Red Hat Ansible Automation Platform
- Excellent written and verbal communication skills in English and Spanish; ability to explain complex information, e.g., aligning Red Hat’s offerings with customer needs in straightforward terms
- Effective collaboration skills for working with internal and external associates; ability to manage internal and external communication and prioritize tasks according to their importance or urgency
- Up to date knowledge of technology changes related to container orchestration, runtimes, cloud-native technologies, and development practices
- Ability to promote platform adoption within customer teams
- Deep technical knowledge of core IT technologies including DNS, DHCP, storage, networking, Linux kernel namespaces, CGroups, SELinux, containerization, and virtualization
- Excellent understanding of software development practices and continuous integration (CI) and continuous delivery (CD) pipelines
- Scripting or programming experience with programming or scripting languages like Bash, C, or Python
- Critical situation management experience

LI-REMOTE #LI-SG1