Technical Account Manager - OpenStack

Contenu de l'offre Technical Account Manager - OpenStack chez Red Hat Software

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 Global Customer Success team is looking for an experienced, enterprise-level engineer to join us as a Technical Account Manager in France. In this role, you will work with a small set of key customers to provide practical technical and architectural guidance for the Red Hat OpenStack Platform. At Red Hat, customer support includes far more than just break-fix solutions as customers get industry-leading resources that enable their technical environments to run efficiently, so they can focus on growing their businesses. You'll provide premium support that builds, maintains, and grows long-lasting customer loyalty between Red Hat and our customers. You'll forge relationships with your customers and develop an extensive technical understanding of their Red Hat implementation, share technical best practices, and serve as point of contact for any major incidents, managing customer expectations and communications to resolve such incidents. As a Technical Account Manager, you will tailor support for each customer environment, facilitate collaboration with their other vendors, and advocate on their behalf. You'll also work closely with our Engineering, Research and Development (R&D), Product Management, and Global Support teams to debug, test, and resolve issues. You'll need to be able to work as part of a team, enjoy working hard, and be professional and dedicated to meeting and exceeding expectations and building relationships. You'll also need to have excellent collaboration skills and ability to learn new technologies quickly and use their time efficiently. Primary job responsibilities: Develop relationships with key business and IT stakeholders and become an expert on customer implementations 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 advise them on mitigation strategies Provide advice and guidance to customers about their current and future Red Hat offerings; troubleshoot 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 use cases and maintain clear and concise case documentation Create customer engagement plans and keep the documentation on customer 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, serve as a subject matter expert, and mentor for specific technical or process areas Partner closely with Red Hat's Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues Travel as necessary to visit customers and attend events within the region Support enterprise customers implementing automated and containerized cloud application platform solutions Establish and maintain parity with Red Hat's cloud strategy Required skills: 3+ years of experience in a support, development, engineering, or quality assurance (QA) organization 5+ years of Linux system administration experience Advanced technical knowledge of Red Hat OpenStack Platform and its components Advanced technical knowledge of the Linux file system and 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 focus on detail Direct experience with a variety of hardware vendors The following are considered a plus: Experience in system management, cloud, or server virtualization Bachelor's degree in a technology-related discipline; degree in computer science or engineering is a plus Red Hat Certified Engineer (RHCE) certification Prior experience in a technical leadership or mentorship role Experience with training and presentation delivery

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