Technical Account Manager - OpenStack (m/f/d)

The Red Hat Technical Account Management team is looking for a Technical Account Manager to join us in one of our offices or in a remote position. In this role, you will provide personalized, attentive support and mentorship to a small set of enterprise customers. Your goal will be to build high-value relationships as you understand their IT infrastructures, internal processes, and business needs, creating long-lasting loyalty to Red Hat. You will ensure that our customers have access to solutions that will enable their technical environments to run efficiently. As a Technical Account Manager, you will work closely with internal teams such as Support Delivery, Engineering, and Product Management. Depending on your customers’ environments and needs, you will help them collaborate with other vendors and advocate on their behalf. In this role, you will have the opportunity to shape the future of our technology alongside subject-matter experts and developers in the open source community.

What you will do:

• Become a Red Hat technical ambassador, working closely with a small number of customers using Red Hat OpenStack Platform (RHOSP) and/or Red Hat OpenStack services on OpenShift (RHOSO); develop relationships with key business and IT stakeholders, including customer managers and technical associates.
• Be the voice of the customer inside Red Hat: Develop unique customer insights that you will provide to engineering to steer product development and drive adoption, to the extended account team to strengthen relationships, and to the support organization during escalations.
• Deliver key portfolio updates and assist customers with upgrades of our offerings; advise customers on technology changes, mitigation strategies, and potential disruptions to their service.
• Conduct technical investigations of customer issues to find root causes and solutions on your own or through collaboration with fellow Red Hatters and customer teams.
• Provide advice and guidance to customers about their current and future use of Red Hat’s offerings.
• Perform technical reviews and share knowledge to proactively identify and prevent issues.
• Manage customer cases and maintain clear and concise case and customer documentation; create customer engagement plans.
• Analyze and present periodic reviews of operational performance to customer leadership.
• Deliver trainings and presentations to customer associates.
• Travel, as necessary, to visit customers or attend internal events.
• Collaborate with third-party hardware and software vendors.

What You will bring:

• Combination of technical and customer-facing skills and the desire to embrace and develop both.
• Prior professional experience in a support, development, engineering, or quality assurance (QA) organization, including technical and communication skills.
• Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience.
• Growth mindset and willingness to learn: as part of your onboarding and further development process, you are expected to become a Red Hat Certified Engineer (RHCE), and to explore and pursue a variety of product-specific certifications in different areas, such as OpenStack, OpenShift, Ansible, etc.
• Excellent verbal and written communication skills; ability to explain complex information, such as aligning Red Hat’s offerings to customer needs or use cases, to customers in straightforward terms.
• Effective collaboration skills for working with internal and external associates; ability to manage both internal and external communication and prioritize tasks according to their importance or urgency.
• Advanced technical knowledge of OpenStack and its components.
• Advanced troubleshooting skills of Linux servers in enterprise environments.

The following are considered a plus:

• User-level knowledge or experience with Red Hat OpenShift Platform.
• Understanding and past experience troubleshooting software defined networks (SDN) in distributed systems such as RHOSP or RHOCP.
• Experience working with large public or private cloud environments.
• Experience managing and troubleshooting containers.

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat

Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)

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, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.