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RedHat Technical Account Manager in Bangalore, India

Job summary

Red Hat's Customer Experience and Engagement (CEE) team is looking for an experienced and highly skilled support engineer with overall 7-10 years experience to join us as a Technical Account Manager focused on Red Hat Enterprise Linux (RHEL) with additional experience with or inclination toward Red Hat OpenShift Container Platform for our enterprise customers in Bangalore, India. In this role, you will provide personalized, proactive support and guidance and cultivate high-value relationships with customers as you seek to understand and meet their needs with the complete Red Hat’s portfolio of offerings. As a Technical Account Manager, you will provide a level of premium support that builds, maintains, and grows long-lasting customer loyalty by tailoring support for each of our customers’ environments, facilitating collaboration with their other vendors, and advocating on customer behalf. At the same time, you will work closely with our Engineering, R&D, Product Management, and Global Support teams to debug, test, and resolve issues.

Primary job responsibilities

  • Perform technical reviews and share knowledge to proactively identify and prevent issues

  • Understand your customers' technical infrastructures, hardware, processes, and offerings

  • Perform initial or secondary investigations and respond to online and phone support requests

  • Deliver key portfolio updates and assist customers with upgrades

  • Manage customer cases and maintain clear and concise case documentation

  • Create customer engagement plans and keep documentation on customer environments updated

  • Ensure a high level of customer satisfaction with each qualified engagement through the complete adoption life cycle of our offerings

  • Engage with Red Hat's field teams and customers to ensure a positive platform and cloud technology experience and a successful outcome resulting in long-term enterprise success

  • Communicate how specific Red Hat’s platform and cloud solutions and our cloud road map align with customer use cases

  • Capture the capabilities of Red Hat’s offerings and identify gaps as related to customer use cases through a closed loop process for each step of the engagement life cycle

  • Engage with Red Hat's product engineering teams to help develop solutions patterns based on customer engagements and personal experience that guide platform adoption

  • Establish and maintain parity with Red Hat's platform and cloud technologies strategy

Required skills

  • Bachelor's degree in science or a technical field; engineering or computer science is a plus

  • 7+ years of experience working as a support or development engineer for Platform-as-a-Service (PaaS) provider or hosting service

  • 5+ years of proven solid experience with Red Hat Enterprise Linux (RHEL) or other Linux platforms or Unix operating systems

  • Red Hat Enterprise Linux (RHEL) operating system installation, configuration, upgrade, and maintenance experience in a production environment

  • Experience with or inclination toward Red Hat OpenShift Container Platform, Kubernetes, or Dockers

  • Knowledge of Red Hat automation and system management solutions like Red Hat Ansible Automation Platform, Red Hat Satellite, Red Hat CloudForms, and Red Hat Insights

  • Experience working in a support, development, engineering, or quality assurance (QA) organization

  • Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support

  • Direct experience with a variety of hardware vendors

  • Understanding of enterprise-class applications like Oracle, Veritas, and SAP

  • Excellent written and verbal communication skills in English

  • Excellent reading and writing skills in English

  • Ability to convey information to customers in a clear and concise manner

  • Indian citizenship or authority to work in India

  • Upstream involvement in open source projects, like patches submitted for upstream, is a plus

About Red Hat

is the world’s leading provider of enterprisesoftware 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.

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.

Location IN-Bangalore

Posting date 1 month ago (9/22/2020 9:45 AM)

Job ID 81324

Category Technical Support