Red Hat Platform Technical Account Manager - Chile in Santiago, Chile

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 Customer Experience and Engagement team (CEE) team is looking for a Platform Technical Account Manager for our enterprise customers to join us in Santiago, Chile. In this role, you'll provide personalized, active support and guidance, cultivating high-value relationships with customers as you seek to understand their IT infrastructures, internal processes, and business needs. You will tailor support for our customers' environment, facilitate collaboration with their other vendors, and advocate on their behalf. You'll work closely with our Engineering, Research and Development, and Product Management teams to debug, test, and resolve issues. You will also be responsible to identify new solutions and services to address customer needs and generate new leads.

Primary job responsibilities

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

  • Understand the customers’ technical infrastructure, hardware, and products

  • Investigate and respond to online and phone requests

  • Perform visits, join strategic meetings with customer and Sales team

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

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

  • Lead product adoption

  • Present workshops and promote knowledge transfer to customers

  • Manage customer cases and maintain clear and concise case documentation

  • Serve as the customer advocate within Red Hat

  • Troubleshoot issues on Red Hat Enterprise Linux (RHEL) and other solutions (Red Hat Satellite, Red Hat Cluster Storage, Red Hat Insights, Ansible by Red Hat, and Red Hat Cloud Forms)

  • Travel, as necessary, to visit customers

  • Create action plans with account team to guide up-sell and cross-sell

Required skills

  • 5+ years of Linux system administration or implementation experience

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

  • Skills or experience with new Red Hat technologies like Red Hat Insights, Ansible by Red Hat, and Red Hat CloudForms; advanced understanding of Linux and basic platform related software

  • Ability to manage war rooms and define action plans (technical and non technical)

  • Ability to technically manage accounts and be engaged

  • Ability to create documentation and best practices recommendations

  • Red Hat Certified Engineer (RHCE) or RHCSA certification

  • Practical 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 work well both within a team and independently

  • 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; ability to communicate information to customers in a clear and concise manner

  • Red Hat OpenStack knowledge is an advantage

  • 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 61409

Category Technical Support, User Experience