Red Hat Senior Technical Account Manager - OpenShift in Grasbrunn, Germany
At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
Join the team that resolves technical issues, makes our customers happy with our solutions, and builds unique relationships. Red Hat's Customer Experience and Engagement (CEE) team is looking for an experienced support engineer to become a Senior Technical Account Manager for our enterprise customers in Germany. Unlike most software companies, we don't sell software licenses or pay-per-incident support. At Red Hat, customer support includes far more than just "break-fix" solutions. In this role, you'll represent a premium support offering that builds, maintains, and grows long-lasting loyalty between Red Hat and our customers. You will provide personalized, active support and guidance, cultivating meaningful relationships with our customers as you seek to understand their IT infrastructures, internal processes, and business needs. As a Senior Technical Account Manager, 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 Global Support teams to debug, test, and resolve issues.
Primary job responsibilities
Perform technical reviews and share knowledge to actively identify and prevent issues
Understand your customers' technical infrastructure, hardware, processes, and products
Perform initial or secondary investigations and respond to online and phone support requests
Deliver key portfolio updates and assist customers with product upgrades
Manage customer cases and maintain clear and concise case documentation
Create customer engagement plans and keep the documentation on the customer's environment updated
Ensure high level of customer satisfaction with each qualified engagement through the complete adoption life cycle
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 aligns to customer use cases
Capture Red Hat solutions' capabilities and identify gaps as related to customer use cases through a closed loop process for each step of engagement lifecycle
Engage with Red Hat's engineering teams to help develop solution patterns, based on customer engagements, as well as personal experience, that guide platform adoption
Establish and maintain parity with Red Hat cloud technologies strategy
Contribute 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
Travel, as necessary, to visit customers, partners, conferences, and other events
5+ years of Linux system administration experience or as a developer on Linux
Advanced technical knowledge of OpenShift by Red Hat (or comparable products), technologies like Kubernetes and Containers (or Docker)
Advanced knowledge of developer tools and processes
Experience in a support, development, engineering, or quality assurance organization
Ability to manage and grow existing enterprise customer relationships by delivering active, relationship-based support
Advanced technical knowledge of the Linux file system and the Linux kernel
Working experience with a variety of hardware vendors
Understanding of enterprise-class applications like Oracle, Veritas, and SAP
Excellent written and verbal communication skills in English
Experience with training and presentation delivery is an advantage
Bachelor's degree in a technology-related discipline is a plus
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, uniformed services, 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.
Job ID 62262
Category Technical Support