Technical Account Manager

New Delhi
Permanent
Full-time

1 month ago

About the Job:Red Hat's Services team is seeking an experienced and highly skilled support engineer or systems administrator with an overall 10 -15 years of experience, to join us as Technical Account Manager for our Telco customers covering Red Hat OpenStack and Red Hat OpenShift Container Platform. In this role, you'll provide personalized, proactive technology engagement and guidance, and cultivate high-value relationships with clients as you seek to understand and meet their needs with the complete Red Hat portfolio of products. As a Technical Account Manager, you will provide a level of premium advisory-based support that builds, maintains, and grows long-lasting customer loyalty by tailoring support for each of our customer's environments, facilitating collaboration with their other vendors, and advocating on the customer's behalf. At the same time, you'll work closely with our Engineering, R&D, Product Management, Global Support, Sales & Services teams to debug, test, and resolve issues.What will you do:Perform technical reviews & share knowledge to proactively identify & prevent issuesUnderstand your customers' technical infrastructures, hardware, processes, and offeringsPerform initial or secondary investigations and respond to online and phone support requestsDeliver key portfolio updates and assist customers with upgradesManage customer cases and maintain clear and concise case documentationCreate customer engagement plans & keep documentation on customer environments updatedEnsure a high level of customer satisfaction with each qualified engagement through the complete adoption life cycle of our offeringsEngage with Red Hat's field teams, customers to ensure a positive platform & cloud technology experience and a successful outcome resulting in long-term enterprise successCommunicate how specific Red Hat platform & cloud solutions and our cloud road-map align to customer use casesCapture Red Hat product capabilities and identify gaps as related to customer use cases through a closed-loop process for each step of the engagement life cycleEngage with Red Hat's product engineering teams to help develop solution patterns based on customer engagements and personal experience that guide platform adoptionEstablish and maintain parity with Red Hat’s platform & cloud technologies strategyContribute internally to the Red Hat team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a subject matter expert (SME) and mentor for specific technical or process areas or process areasTravel to visit customers, partners, conferences, and other events as neededWhat will you bring:Bachelor's degree in science or a technical field; engineering or computer scienceCompetent reading and writing skills in EnglishAbility to effectively manage and grow existing enterprise customers by delivering proactive, relationship-based, best-in-class supportUpstream involvement in open source projects is a plusRHOCPExperience in Red Hat OpenShift Container Platform (RHOCP) or Kubernetes or Dockers cluster managementUnderstanding of RHOCP Architecture & different types of RHOCP installationsExperience in RHOCP Troubleshooting and data/logs collectionStrong working knowledge of Prometheus and Grafana open source monitoring solutions will be considered a plusAdministration experience of Red Hat OpenShift v4.x will be considered a plusRHOSPProven & strong system administration and troubleshooting experience with Red Hat OpenStackExperience in a support, development, engineering, or quality assurance organizationAbout Red Hatis the world’s leading provider of enterprise 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.Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email . General inquiries, such as those regarding the status of a job application, will not receive a reply.

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