Technical Account Manager - Middleware (Spain Remote)

Posting Location : Location ES-Remote
Posting date 5 months ago(8/30/2021 4:10 AM)
Job ID
87333
Workday ID
R-012299
Category
Technical Support

About the job

The Red Hat Customer Success team is looking for a Technical Account Manager to join us in Spain. In this role, you will provide personalized, attentive support and mentorship to a small set of enterprise customers. Your goal will be to build high-value relationships as you understand the customer's IT infrastructures, internal processes, and business needs, creating long-lasting loyalty to Red Hat. You will ensure that our customers have access to solutions that will enable their technical environments to run efficiently. As a Technical Account Manager, you will work closely with internal teams like Support Delivery, Engineering, and Product Management.  Depending on your customers' environments and needs, you will help them collaborate with other vendors and advocate on their behalf. In this role, you will have the opportunity to shape the future of our technology alongside subject matter experts and developers in the open source community. Successful applicants must reside in a country where Red Hat is registered to do business.

What you will do

  • Become a Red Hat technical ambassador, working closely with a small number of customers using middleware technologies; 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 them
  • Prior 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 (OPS), and Ansible
  • Excellent verbal and written communication skills in English and Spanish; ability to explain complex information, like Red Hat's offerings to customer needs or use cases,  to customers 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
  • Middleware technical account manager technical skills
  • Knowledge of the JEE platform
  • Professional Java coding and development experience
  • Experience analyzing and troubleshooting large-scale Java application issues through configuration, log analysis, thread stack, heap dump analysis, and JVM analysis; ability to set up an action plan based on this data
  • Practical experience with Java middleware technologies and offerings like application servers, messaging, integration, business automation, etc.

The following are considered a plus:

  • Experience with API management systems like Red Hat 3Scale API Management 
  • Experience with event streaming tools like Kafka or similar

 

#LI-REMOTE

 

 

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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