• Platform Technical Account Manager - Eastern Canada

    Location CA-Montreal
    Posting date 1 week ago(2/12/2019 6:35 AM)
    Job ID
    67334
    Category
    Technical Support
    Remote base
    remote Montreal
  • 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 system engineer to join us as a Platform Technical Account Manager (TAM) in Montreal or Toronto, Canada. In this role, you'll work with a small set of key enterprise customers to provide architectural guidance and implementation advice for using the Red Hat platforms as part of their infrastructure. Working closely with these customers, you'll gain understanding of their infrastructures, internal processes, and business needs and you'll identify trends across the industry. As a Platform Technical Account Manager, you'll provide a level of premium support that builds, maintains, and grows long-lasting customer loyalty by adapting support to customer environments, facilitating collaboration with their other vendors, and serving as a customer advocate.

    Primary job responsibilities

    • Perform technical reviews and share knowledge to discover and prevent issues
    • Gain understanding of customer technical infrastructures, environments, and their hardware and software needs
    • Perform initial or secondary investigations and respond to online and phone support requests
    • Provide our customers with advice and guidance on their current and future Red Hat's solutions implementations
    • Manage customer use cases and maintain clear and concise case documentation; author knowledge base articles
    • Advocate for customers within Red Hat

    Required skills

    • 5+ years of experience working in a support, development, engineering, IT, or quality assurance organization
    • 5+ years of Linux system administration experience; expert-level Linux operating system (OS) proficiency in enterprise distros, including Red Hat Enterprise Linux (RHEL), CentOS, Ubuntu, and SUSE Linux Enterprise Server
    • Expert at Linux OS troubleshooting
    • Experience with system management, cloud, or server virtualization
    • Development-level experience analyzing and debugging application issues at the language level, including code development, code review, stack traces, etc.
    • Ability to manage and grow existing key customer relationships by delivering attentive, relationship-based support
    • Outstanding written and verbal communication skills; ability to communicate complex information to customers clearly and concisely
    • Ability to manage multiple issues and projects at once; attention to detail
    • Bachelor's degree in a technology-related discipline, preferably computer science or engineering
    • Ability to use configuration languages like Puppet, Chef, Red Hat Ansible Automation, and bash to create automation and manage systems
    • Experience with Red Hat Satellite

     


    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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