Red Hat Senior Technical Account Manager - Cloud and Openshift in Remote, Brazil

Company Description

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.

Job summary

Provide personalized support and guidance, cultivating high-value relationships with customers as you seek to understand their IT infrastructures, internal processes, and business needs. Red Hat Customer Experience and Engagement (CEE) team is looking for a Senior Technical Account Manager for our enterprise customers to join us in Sao Paulo, Brazil. In this role, you will tailor support for our customers' environments, facilitate collaboration with their other vendors, and advocate on their behalf. You'll work closely with our Engineering, Research and Development (R&D), and Product Management teams to debug, test, and resolve issues. As a Senior Technical Account Manager, you will also identify new solutions and offerings to address customer needs and generate new leads.

Primary job responsibilities

  • Troubleshoot issues on Red Hat’s cloud offerings

  • Work with the OpenShift by Red Hat platform

  • Address customer questions related to Red Hat OpenStack Platform, Red Hat CloudForms, and Ansible by Red Hat

  • Perform technical reviews and share knowledge to actively identify and prevent issues

  • Understand customer technical infrastructures, hardware, and offerings

  • Investigate and respond to online and phone requests

  • Perform on-site visits; join strategic meetings with customers and Sales team associates

  • Communicate our portfolio roadmap updates to customers and assist them with upgrades

  • Provide advice to customers about their current and future Red Hat’s offerings

  • Promote adoption of our offerings

  • Present workshops and promote knowledge transfer to customers

  • Manage customer cases and maintain clear and concise case documentation

  • Serve as a customer advocate within Red Hat

  • Willingness to travel up to 25% to visit customers

  • Create action plans with account teams to promote upsell and cross-sell

Required skills

  • Experience with cloud technologies like Red Hat OpenStack Platform, Ansible by Red Hat, and OpenShift by Red Hat

  • Advanced understanding of basic platform-related software

  • Ability to manage crucial meetings and define technical and non-technical action plans

  • Ability to technically manage accounts as a technical adviser and work actively

  • Ability to create documentation and best practices recommendations

  • Red Hat Certified Engineer (RHCE) or Red Hat Certified System Administrator (RHCSA) certification

  • 2+ years of experience with cloud or OpenShift by Red Hat system administration

  • Bachelor's degree in a technology-related discipline like computer science or engineering

  • Direct experience with a variety of hardware vendors

  • Ability to manage multiple issues and projects with high attention to detail

  • Excellent customer service abilities; ability to grow existing customer and partner relationships

  • Ability to communicate information to customers in a clear and concise manner

  • Ability to work well both within a team and on your own

  • Experience in a support, customer care, consulting, or solutions architecture organization

  • Experience working with external customers and vendors

  • Excellent written and verbal communication skills in English

  • Participation in the open source community 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 64287

Category Technical Support