• OpenStack Technical Account Manager

    Location US-Remote
    Posting date 1 month ago(10/31/2019 11:21 AM)
    Job ID
    Technical Support
  • 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 (GCS) team is looking for an experienced, enterprise-level engineer to join us as a Technical Account Manager (TAM) in the U.S. In this role, you will work with a small set of key customers to provide direct technical and architectural guidance for Red Hat OpenStack Platform. At Red Hat, customer support includes far more than just break-fix solutions. You’ll help our customers get the industry-leading resources that will enable their technical environments to run efficiently, so they can focus on growing their businesses. You’ll offer a premium support offering that builds, maintains, and grows long-lasting customer loyalty between Red Hat and our customers. You will forge relationships with your customers, developing a deep technical understanding of their Red Hat implementation, share technical best practices, and serve as a point of contact for any major incidents, managing customer expectations and communications through resolution of such incidents. You will tailor support for each of our customers’ environments, facilitate collaboration with their other vendors, and advocate on their behalf. At the same time, you'll work closely with our engineering, R&D, product management, and technical support teams to debug, test, and resolve issues. As a Technical Account Manager, you’ll need to be able to work as part of a team, enjoy working hard, and demonstrate professionalism. You’ll also need to be dedicated to meeting and exceeding expectations and building relationships and have excellent collaboration skills as well as the ability to learn new technologies quickly and use your time efficiently. Successful applicants must reside in a state where Red Hat is registered to do business

    Primary job responsibilities

    • Develop relationships with key business and IT stakeholders and become an expert on customer Red Hat OpenStack Platform implementations by understanding their top business goals and priorities
    • Perform Red Hat OpenStack Platform technical reviews and share knowledge to proactively identify and prevent issues
    • Forewarn customers of Red Hat OpenStack Platform technology changes or potential disruptions to their service and advise on mitigation strategies
    • Provide advice and guidance to customers about their current and future Red Hat’s offerings
    • Troubleshoot Red Hat OpenStack Platform technical issues and guide issue escalation with Red Hat and customer teams
    • Complete analysis and present periodic reviews of operational performance to customer leadership
    • Manage customer Red Hat OpenStack Platform use cases and maintain clear and concise case documentation
    • Create customer engagement plans and keep the documentation on the customers’ environments 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 our Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues
    • 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’s cloud technologies strategy
    • Engage with Red Hat’s product engineering teams to help develop solutions patterns based on customer engagements, as well as your personal experience, that will promote platform adoption
    • Engage with Red Hat’s field teams, customers, and partners to ensure a positive cloud technology experience and a successful outcome resulting in long-term enterprise success
    • Communicate how specific Red Hat’s cloud solutions and our cloud roadmap align with customer use cases
    • Travel, as necessary, to visit customers and attend events within the region

    Required skills

    • 5+ years of experience working in a support, development, engineering, or quality assurance (QA) team
    • Advanced technical knowledge of Red Hat OpenStack Platform and its components
    • Advanced technical knowledge of the Linux file system, network stack, and the Linux kernel
    • Understanding of enterprise-class applications like Oracle, Veritas, and SAP
    • Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
    • Outstanding written and verbal communication skills; ability to convey complex information to customers clearly and concisely
    • Competent comprehension of enterprise architecture and strategic business drivers
    • Ability to manage multiple issues and projects with an eye for detail
    • Direct experience with a variety of hardware vendors


    The following are considered a plus:


    • Understanding of the telecommunications network landscape, including high-level knowledge of common network functions like vEPC, IMS, etc., and the advantages of network functions virtualization (NFV) infrastructure
    • Experience with system management and cloud or server virtualization
    • Bachelor's degree in a technology-related discipline, preferably computer science or engineering
    • Red Hat Certified Engineer (RHCE) certification
    • Prior experience working in a technical leadership or mentorship role
    • Experience with training and presentation delivery

    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.

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