Red Hat Cloud Technical Account Manager - Telco OpenStack NFV in Remote, United States

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

Red Hat's Global Customer Success team is looking for an experienced telco system engineer or architect to join us as a Cloud Technical Account Manager in the U.S. In this role, you will be a trusted advisor to many of our telecommunications customers, partnering with them to provide architectural guidance and implementation advice for using the Red Hat OpenStack Platform as part of their network functions virtualization (NFV) infrastructure. Working closely with these customers, you’ll gain understanding of their network infrastructures, internal processes, and business needs and you’ll identify trends across the industry. The Cloud Account Manager is not a sales role, but falls under Red Hat's Engineering and Support teams. You'll provide a level of premium support that builds, maintains, and grows long-lasting customer loyalty by adapting support to each of our customers’ environments, facilitating collaboration with their other vendors, and serving as a customer advocate. Successful applicants must reside in a state where Red Hat is registered to do business.

Primary job responsibilities

  • Perform technical reviews and provide knowledge-sharing to discover and prevent issues

  • Gain understanding of customer technical infrastructures and environments and their hardware and software needs

  • Understanding of the telco network landscape, including high-level knowledge of common network function (vEPC, IMS, etc.) and the advantages of NFV Infrastructure

  • Perform initial or secondary investigations and respond to online and phone support requests

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

  • Manage customer use cases and maintain clear and concise case documentation, including authoring knowledgebase articles

  • Advocate for customers within Red Hat

  • Primary offering to focus on for this role is Red Hat Hat OpenStack Platform and supporting offerings

Required skills

  • 5+ years in a support, development, engineering, IT, or quality assurance (QA) organization

  • 5+ years of Linux system administration experience

  • 3+ years of Red Hat OpenStack Platform operation or development experience

  • Red Hat Certified Engineer (RHCE) certification is expected within three months of being hired; existing certification is a plus

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

  • Experience in system management, cloud, or server virtualization

  • Technical knowledge of the Linux kernel and Linux filesystem

  • Development-level experience analyzing and debugging application issues at the language level (code development, code review, stack traces, etc.)

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

  • Outstanding written and verbal communication skills

  • Ability to communicate complex information to customers clearly and concisely

  • Ability to manage multiple issues and projects; attention to detail

  • Direct experience with a variety of hardware vendors

  • Practical experience with cloud technologies like Red Hat OpenStack Platform, OpenShift by Red Hat, Red Hat CloudForms Management Engine (CFME), Red Hat Subscription Manager (RHSM), and Red Hat Network (RHN) is a plus

  • Prior experience working for a telecommunications operator or vendor primarily engaged in the telco industry

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 63932

Category Technical Support