• Senior Technical Account Manager

    Location SE-Stockholm
    Posting date 4 days ago(10/12/2018 6:42 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

    The Red Hat Customer Experience and Engagement (CEE) team is looking for a Senior Technical Account Manager in Stockholm, Sweden. In this role, you'll work with a small set of key Telco customers and partners to provide working technical and architectural guidance for the Red Hat Infrastructure and Red Hat OpenStack portfolios. At Red Hat, customer support includes far more than just “break-fix” solutions. Customers get innovative resources that enable their technical environments to run efficiently, so they can focus on growing their businesses. Technical account management is a premium support offering that builds, maintains, and grows long-lasting customer loyalty between Red Hat and our customers. As a Senior Technical Account Manager, you'll provide personalized, active support and guidance, cultivating meaningful relationships with our customers and partners as you seek to understand their IT and Cloud 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

    • Support Telco customers implementing automated and containerized cloud application platform solutions
    • Establish and maintain parity with Red Hat cloud technologies strategy
    • Engage with Red Hat’s product engineering teams to help develop solution patterns, based on customer engagements, as well as personal experience, that lead 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 cloud solutions and our cloud roadmap aligns to customer use cases
    • Perform technical reviews and share knowledge to actively identify and prevent issues
    • Gain an understanding of customers' and partners’ technical infrastructure and environment, hardware, and products
    • Partner closely with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues
    • Perform initial or secondary investigations and respond to online and phone support requests
    • Provide advice and guidance to customers about their current and future Red Hat solutions
    • Deliver key portfolio updates and help our customers successfully implement product upgrades
    • Manage customer use cases and maintain clear and concise case documentation
    • Create customer engagement plans and keep the documentation on the customer's environment 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 (SME) and mentor for specific technical or process areas
    • Travel, as necessary, to visit customers and attend events within the region

    Required skills

    • 3 years of experience in a support, development, engineering, or quality assurance organization
    • Ability to manage and grow existing customer relationships by delivering active, relationship-based support
    • Outstanding verbal and written communication skills; ability to explain 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
    • Experience in system management, cloud, or server virtualization

    The following are considered a plus:

    • Bachelor's degree in a technology-related discipline, preferably computer science or engineering
    • Red Hat Certified Engineer (RHCE)
    • Prior experience in a technical leadership or mentorship role
    • Experience with training and presentation delivery
    • Technical knowledge of the Linux kernel and Linux file system
    • 5+ years of Linux system administration experience
    • Advanced technical knowledge of OpenStack and its components
    • Advanced technical knowledge of the Linux file system and the Linux kernel
    • Experience working in a communications service provider, network equipment provider, or other experience in the Telco industry (especially knowledge of NFV)

    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.



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