• Technical Account Manager

    Location DE-Frankfurt/Main
    Posting date 4 weeks ago(4 weeks ago)
    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

    Join the team that resolves technical issues, makes our customers happy with our solutions, and builds unique relationships. The Red Hat Customer Experience and Engagement (CEE) team is looking for a Senior Technical Account Manager to join us for our enterprise customers in Germany. Unlike most software companies, we don't sell software licenses or pay-per-incident support. At Red Hat, customer support includes far more than just "break-fix" solutions. In this role, you'll provide a premium support offering that builds, maintains, and grows long-lasting loyalty between Red Hat and our customers. You will ensure personalized, proactive support and guidance, cultivating meaningful relationships with our customers as you seek to understand their IT infrastructures, internal processes, and business needs. You will tailor support for each customer's environment, facilitate collaboration with their other vendors, and advocate on their behalf. At the same time, you'll work closely with our Engineering, Research and Development, Product Management, and Global Support teams to debug, test, and resolve issues.

    Primary job responsibilities

    • Perform technical reviews and share knowledge to actively identify and prevent issues
    • Understand your customers' technical infrastructure, hardware, processes, and products
    • Perform initial or secondary investigations and respond to online and phone support requests
    • Deliver key portfolio updates and assist customers with product upgrades
    • Manage customer cases and maintain clear and concise case documentation
    • Create customer engagement plans and keep the documentation on the customer's environment updated
    • Ensure high level of customer satisfaction with each qualified engagement through the complete product adoption life cycle
    • 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 cloud solutions and our cloud roadmap aligns to customer use cases
      Capture Red Hat solutions' capabilities and identify gaps as related to customer use cases through a closed loop process for each step of engagement lifecycle
    • Engage with Red Hat's product engineering teams to help develop solution patterns, based on customer engagements, as well as personal experience, that guide platform adoption
    • Establish and maintain parity with Red Hat cloud technologies strategy
    • 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 (SME) and mentor for specific technical or process areas
    • Travel, as necessary, to visit customers, partners, conferences, and other events

    Required skills

    • 5+ years of Linux system administration experience or as a developer on Linux
    • Advanced technical knowledge of OpenShift by Red Hat (or comparable products), technologies like Kubernetes and Containers (or Docker)
    • Advanced knowledge of developer tools and processes
    • Experience in a support, development, engineering, or quality assurance organization
    • Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
    • Advanced technical knowledge of the Linux file system and the Linux kernel
    • Working 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
    • Experience with training and presentation delivery is an advantage
    • Bachelor's degree in a technology-related discipline is a plus

    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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