Senior Technical Account Manager Platform, (Remote, UAE)

@Red Hat Software posted 3 weeks ago

Job Description

About the job:

The Red Hat Customer Success team for Europe, the Middle East, and Africa (EMEA) is looking for a Senior Technical Account Manager, Platform to join us remotely in Dubai, United Arab Emirates. In this role, you will provide personalized, attentive support and mentorship and build high-value relationships with a small set of enterprise customers as you try to understand their IT infrastructures, internal processes, and business needs. You will ensure that our customers receive access to solutions that will enable their technical environments to run efficiently. As a Senior Technical Account Manager, you will work closely with internal associates like support delivery, engineering, and product management teams depending on customer environments and needs and you'll facilitate cooperation with their other vendors and advocate on their behalf. You will build up, maintain, and grow long-lasting loyalty between Red Hat and our customers. You will have the opportunity to shape the future of our technology along with 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 Enterprise Linux (RHEL) platform; develop relationships with key business and IT stakeholders, including customer managers and technical associates
  • 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
  • Handle customer escalations with Red Hat and customer teams
  • Engage with Red Hat's engineering teams to help develop solutions, based on customer engagements as well as personal experience, that will guide product adoption
  • 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, following Red Hat's COVID-19 guidelines
  • 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
  • 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 obtain specific technology certifications like Red Hat Certified Engineer (RHCE), OpenShift Certified Professional (OCP), OpenStack Platform (OSP), or Ansible certification
  • Excellent verbal and written communication skills in English; ability to explain complex information, like aligning Red Hat's offerings to customer needs or use cases in straightforward terms
  • Effective collaboration skills for working with internal and external associates; ability to manage internal and external communication and prioritize tasks according to their importance or urgency
  • Excellent understanding of the Linux kernel, shells, the network stack, and Linux file systems
  • Experience with IT automation platforms like Red Hat Ansible Automation Platform and their concepts
  • Knowledge of virtualization technologies and their concepts
  • Knowledge of system management and content management concepts
The following are considered a plus:
  • RHCE certification
  • Bachelor's degree in a technology-related discipline
  • Knowledge of Red Hat Satellite or its concepts
  • Programming or scripting experience
  • Experience with cloud computing and different cloud providers like Microsoft Azure, Amazon Web Services (AWS), Google Compute Platform (GCP), or IBM Cloud
  • Previous experience with Red Hat's technologies, such as Red Hat Enterprise Linux (RHEL), Red Hat OpenShift Container Platform, Red Hat OpenStack Platform, Red Hat Ansible Automation Platform, etc., as well as Red Hat subscription management
  • Experience with system management and cloud or server virtualization
  • Expertise in container technologies and their concepts
  • Prior experience working in a technical leadership or mentorship role
  • Experience working in Dev(Sec)Ops environments
  • Good understanding of continuous integration (CI) and continuous delivery (CD) concepts
  • Software engineering background
  • Familiarity with source code management tools, like Git


About Red Hat:

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.

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