Red Hat Platform Technical Account Manager in Remote, California

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

The Red Hat Global Customer Success team is looking for an experienced, enterprise-level system engineer to join us as a Platform Technical Account Manager in the Western U.S. In this role, you'll work with a small set of key customers to provide practical technical and architectural guidance for the Red Hat infrastructure portfolio. You will provide a level of premium 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 their behalf.

Primary job responsibilities

  • Meet with enterprise customers to gain an understanding of their technical infrastructure, environment, hardware, and products

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

  • Gain understanding of customer technical infrastructures and environments, hardware, and offerings

  • Partner closely with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues

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

  • Manage customer use cases and maintain clear and concise case documentation

  • Serve as a customer advocate within Red Hat

  • Ability to manage and grow existing enterprise customer relationships by delivering relationship-based support

  • Ability to manage multiple issues and projects with an eye for detail

  • Create documentation regarding customer issues and technical details on how to resolve

  • Collaborate with technical support teams as a technical resource and subject matter expert

Required skills

  • 8+ years of Linux or UNIX system administration experience; preferably in a systems admin, solutions architect, or consulting or professional services role

  • Prior experience in a support, development, engineering, or quality assurance organization

  • Outstanding verbal and written communication skills

  • Ability to manage and grow existing enterprise customer relationships by delivering active, relationship-based support

  • Ability to explain complex information to customers clearly and concisely

  • Ability to manage multiple issues and projects with an eye for detail

  • Currently residing in the Western United States

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

The following will be considered a plus:

  • Technical knowledge of the Linux kernel and Linux file system

  • Red Hat Certified Engineer (RHCE)

  • Working experience with a variety of hardware vendors

  • Experience in system management, cloud, or server virtualization

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 62269

Category Technical Support