Technical Account Manager - Northeastern United States

Job ID: 101530
Workday ID: R-037344

About the job

Red Hat's North American Services team is looking for an experienced, enterprise-level engineer to join us remotely as a Technical Account Manager (TAM) in the northeastern United States. In this role, you will work with a small set of enterprise customers to provide direct technical and architectural guidance for Red Hat's infrastructure portfolio and the Ansible Automation Platform suite of solutions. This is not a sales role. You will make sure our customers get industry-leading resources that will enable their technical environments to run efficiently so they can focus on growing their businesses. You will provide a premium support offering that builds, maintains, and grows long-lasting customer loyalty between Red Hat and our customers. As a Technical Account Manager, you will build relationships with your customers, develop a deep technical understanding of their Red Hat implementations, share technical best practices, and serve as a point of contact for any major incidents. You will manage customer expectations, tailor support for each customer's environment, facilitate collaboration with their other vendors, and advocate on their behalf. You will also partner closely with colleagues in engineering, product management, and technical support to debug, test, and resolve issues. Well-qualified, home-based engineers within the U.S. eastern time zone will be considered.

What you will do

Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities.
Perform technical reviews and share knowledge to proactively identify and prevent issues
Forewarn customers of technology changes or potential disruptions to their service and advice on mitigation strategies.
Provide advice and guidance to customers about their current and future Red Hat products;
Troubleshoot technical issues and drive issue escalation with Red Hat and customer teams
Complete analysis and present periodic reviews of operational performance to customer leadership
Manage customer use cases and maintain clear and concise case documentation
Create customer engagement plans and keep the documentation on the customer's environment updated
Manage and grow customer relationships by delivering attentive, relationship-based support
Build a sense of trust with customers and serve as their advocate within Red Hat
Contribute internally to the Red Hat team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a Subject Matter Expert and mentor for specific technical or process areas
Partner closely with Red Hat engineering, product management, and technical support teams to debug, test, and resolve issues
Support enterprise customers implementing automated and containerized cloud application platform solutions
Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
Establish and maintain parity with Red Hat cloud technologies strategy
Travel, as necessary, to visit customers and attend events

What you will bring

Linux system administration experience; excellent understanding of Linux and related technologies like management, networking, and storage
Experience with IT automation, configuration management, application deployment, and infrastructure orchestration technologies
Experience working in a support, development, engineering, or quality assurance organization
Combination of technical and customer-facing skills and willingness to embrace and further develop both
Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
Experience with enterprise datacenter environments and operations
Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience
Ability to explain complex information, like aligning Red Hat's offerings to customer needs or use cases with customers in straightforward terms
Growth mindset and willingness to learn; including earning specific technology certifications as part of your onboarding and professional development process
Outstanding written and verbal communication skills in English
Excellent collaboration skills; ability to manage internal and external communications and prioritize tasks according to their importance and urgency

The following are considered a plus:

Red Hat Certified Engineer (RHCE) certification
Experience with technologies including Red Hat Enterprise Linux, Red Hat Satellite, Red Hat Ansible Automation Platform, Red Hat OpenShift Container Platform, etc.
Experience with cloud computing and different cloud providers like Microsoft Azure, Amazon Web Services (AWS), Google Compute Platform (GCP), or IBM Cloud
Familiarity with source code management tools like Git or Apache Subversion
Familiarity with a variety of hardware vendors
Bachelor's degree in a technology-related discipline, preferably computer science or engineering

The salary range for this position is $90,480 - $144,660. Actual offer will be based on your qualifications.

#LI-REMOTE #LI-AL2

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Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience.

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 have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. 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. Opportunities are open. Join us.

Benefits

Comprehensive medical, dental, and vision coverage
Flexible Spending Account - healthcare and dependent care
Health Savings Account - high deductible medical plan
Retirement 401(k) with employer match
Paid time off and holidays
Paid parental leave plans for all new parents
Leave benefits including disability, paid family medical leave, and paid military leave
Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.

Diversity, Equity & 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 diverse 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 of diversity 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.

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.