Senior Technical Account Manager

Red Hat Canada Limited (f.k.a Cygnus Solutions Canada Limited); Quebec; Hybrid; CAD 120,000 - 180,000; Full time

Job summary

Red Hat Canada Limited (f.k.a Cygnus Solutions Canada Limited) seeks a Senior Technical Account Manager to drive strategic engagements with enterprise customers and provide expert guidance for complex cloud platform initiatives across regions.

You will mentor teams, collaborate with engineering and product teams, and build long-term relationships while traveling as needed to visit customers.

Qualifications

• 5+ years in a support, development, engineering, IT, or QA organization.
• Expertise with OpenShift, Kubernetes, CloudForms, and Ansible.
• Strong enterprise architecture understanding and business drivers.
• Direct experience with hardware vendors.
• Ability to manage multiple issues and projects with shifting priorities.
• Outstanding written and verbal communication; ability to convey complex info clearly.
• Willingness to travel within the region.

Responsibilities

• Support enterprise customers implementing automated and containerized cloud platform solutions.
• Learn new technologies quickly, including container orchestration, registries, build strategies, and microservices.
• Perform technical reviews and share knowledge to proactively identify and prevent issues.
• Understand customer infrastructures and serve as a customer advocate within Red Hat.
• Collaborate with engineering, R&D, product management, and technical support teams.
• Create documentation regarding customer issues and technical details on resolutions.
• Manage and grow customer relationships by delivering attentive, relationship-based support.
• Travel occasionally to visit regional customers.

Skills

OpenShift

Kubernetes

Ansible

CloudForms

Containerization

Leadership

Customer communication

Education

Bachelor's degree or equivalent in technology

Tools

RPM-based Linux

Java

Job description

The Senior Technical Account Manager (STAM) provides leadership and strategic direction for key accounts and is responsible for working independently to lead complex projects, and provide expert technical guidance to customers, and leading the resolution of varied and non-routine complex technical issues.

This role exercises independent judgment and creative solutioning to ensure customer success.

The STAM may coordinate the activities of other team members (team lead) to ensure successful completion of projects and assignments.

This role is responsible for mentoring and providing guidance and advice to new team members.

The STAM proactively develops and maintains strategic relationships with key customer stakeholders, serving as a trusted advisor and technical leader.

This position contributes to overall business growth by driving customer satisfaction and retention.

Candidate must speak French and English.

What you will do:

• Support enterprise customers implementing automated and containerized cloud application platform solutions
• Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Gain understanding of customer technical infrastructures, hardware, and offerings and serve as a customer advocate within Red Hat
• Collaborate with the engineering, R&D, product management, and technical support teams
• Create documentation regarding customer issues and technical details on how to resolve them
• Manage and grow customer relationships by delivering attentive, relationship-based support
• Travel occasionally to visit regional customers

What you will bring:

• 5+ years of experience in a support, development, engineering, IT, or quality assurance (QA) organization
• Expertise with enterprise cloud solutions like Platform-as-a-Service (OpenShift by Red Hat), containers, Kubernetes, cloud management (Red Hat CloudForms), and IT automation (Ansible by Red Hat)
• Competent comprehension of enterprise architecture and strategic business drivers
• Direct experience with a variety of hardware vendors
• Ability to manage multiple issues and projects with shifting priorities and timelines
• Outstanding written and verbal communication skills; ability to convey complex information to customers both clearly and concisely
• Ability to travel for customer visits and events within the region

The following are considered a plus:

• Bachelor's degree or equivalent in a technology-related discipline, ideally computer science or engineering
• Experience working in DevOps environments
• Software engineering background; experience with RPM-based Linux and Java technologies
• Experience deploying applications in cloud environments
• Experience developing containerized applications
• Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts
• Familiarity with source code management tools like Git or SVN
• Prior experience in a technical leadership or mentorship role

Le Senior Technical Account Manager (STAM) assure le leadership et définit l'orientation stratégique pour les comptes clés ; il est chargé de piloter en autonomie des projets complexes, de fournir des conseils techniques experts aux clients et de diriger la résolution de problèmes techniques complexes, variés et sortant de l'ordinaire.

Ce poste requiert autonomie de jugement et créativité dans l'élaboration de solutions afin de garantir la réussite des clients.

Le STAM peut être amené à coordonner les activités d'autres membres de l'équipe (rôle de chef d'équipe) pour assurer la bonne exécution des projets et des missions.

Il a également pour responsabilité d'encadrer les nouveaux membres de l'équipe et de leur prodiguer conseils et orientations.

Le STAM développe et entretient de manière proactive des relations stratégiques avec les interlocuteurs clés chez les clients, agissant en tant que conseiller de confiance et référent technique.

Ce poste contribue à la croissance globale de l'activité en favorisant la satisfaction et la fidélisation des clients.

Le candidat doit maîtriser le français et l'anglais.

Vos missions :

• Accompagner les entreprises clientes dans la mise en œuvre de solutions de plateformes d'applications cloud automatisées et conteneurisées
• Assimiler rapidement de nouvelles technologies, notamment l'orchestration de conteneurs, les registres de conteneurs, les stratégies de construction d'images de conteneurs et les microservices sur des plateformes de conteneurs
• Réaliser des revues techniques et partager vos connaissances afin d'identifier et de prévenir les problèmes de manière proactive
• Acquérir une compréhension approfondie des infrastructures techniques, du matériel et des offres des clients, et agir en tant que porte-parole du client au sein de Red Hat
• Collaborer avec les équipes d'ingénierie, de R&D, de gestion de produits et de support technique
• Rédiger de la documentation relative aux problèmes rencontrés par les clients et aux détails techniques de leur résolution
• Gérer et développer la relation client en assurant un support attentif et axé sur la relation
• Effectuer des déplacements occasionnels pour rendre visite à des clients régionaux

Ce que vous apporterez :

• Plus de 5 ans d'expérience au sein d'une équipe de support, de développement, d'ingénierie, d'informatique (IT) ou d'assurance qualité (QA)
• Une expertise des solutions cloud d'entreprise telles que le PaaS (OpenShift de Red Hat), les conteneurs, Kubernetes, la gestion du cloud (Red Hat CloudForms) et l'automatisation informatique (Ansible de Red Hat)
• Une solide compréhension de l'architecture d'entreprise et des enjeux stratégiques de l'activité
• Une expérience directe avec divers fournisseurs de matériel informatique
• La capacité à gérer simultanément plusieurs problèmes et projets, tout en s'adaptant à l'évolution des priorités et des délais
• D'excellentes compétences en communication écrite et orale ; la capacité à transmettre des informations complexes aux clients de manière claire et concise
• La capacité à se déplacer dans la région pour des visites clients et des événements

Les éléments suivants constituent un atout :

• Licence (ou équivalent) dans une discipline technologique, idéalement en informatique ou en ingénierie
• Expérience de travail dans des environnements DevOps
• Formation en génie logiciel ; expérience des technologies Java et des distributions Linux basées sur RPM
• Expérience du déploiement d'applications dans des environnements cloud
• Expérience du développement d'applications conteneurisées
• Bonne compréhension des concepts d'intégration continue (CI) et de livraison continue (CD)
• Connaissance des outils de gestion de code source tels que Git ou SVN
• Expérience préalable dans un rôle de leadership technique ou de mentorat

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies.

Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role.

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We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

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When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation.

Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated.

We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

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