Technical Account Manager - OpenStack

Red Hat, Inc.; Mumbai; On-site; INR 2,000,000 - 3,600,000; Full time

Job summary

Red Hat, Inc. seeks a Technical Account Manager (TAM) to deliver strategic technical and architectural guidance to key customers, helping optimize Red Hat infrastructure and drive successful adoption.

You will build strong relationships, gain deep understanding of customer environments, coordinate with field teams, and travel as needed to ensure enterprise success.

Qualifications

• Bachelor's degree in science or a technical field; engineering or CS.
• Excellent reading and writing skills in English.
• Ability to convey information to customers clearly and concisely.
• Ability to manage and grow enterprise customer relationships with strong support.
• Advanced troubleshooting and debugging skills.

Responsibilities

• Perform technical reviews and proactively identify and prevent issues.
• Understand customers’ technical infrastructures, hardware, processes, and offerings.
• Respond to online and phone support requests.
• Deliver portfolio updates and assist customers with upgrades.
• Manage customer cases and document them clearly and concisely.
• Create customer engagement plans and keep environment documentation updated.
• Ensure high customer satisfaction through the full adoption life cycle.
• Engage with Red Hat field teams and customers for a positive platform experience and long-term success.
• Communicate how Red Hat solutions and roadmaps align to customer use cases.
• Capture product capabilities and identify gaps for each engagement.
• Collaborate with product engineering to develop solution patterns for platform adoption.
• Align with Red Hat’s platform and cloud strategy.
• Share knowledge as SME and mentor team members.
• Travel to visit customers, partners, conferences, and events as needed.

Skills

Customer relationships

Technical guidance

OpenStack knowledge

Linux administration

Troubleshooting

Education

Bachelor's degree in science or technical field (engineering or CS)

Tools

RHOSP

OpenStack

Ceph

OpenShift

Linux

Job description

About The Job:

The Technical Account Manager (TAM) delivers strategic technical and architectural guidance to key customers, enabling them to optimize their Red Hat infrastructure. This role cultivates strong relationships, develops deep technical expertise of customer environments and exercises good judgment to make informed decisions that impact customer success. The TAM is responsible for working independently with minimal instruction to resolve moderately complex technical issues. This role proactively coaches customers on best practices for utilizing Red Hat solutions, anticipates and mitigates potential customer challenges, serving as a trusted advisor and advocate for assigned accounts. The TAM demonstrates a solid understanding of customer business needs and technical environments, contributing significantly to customer success and retention.

What You Will Do:

• Perform technical reviews & share knowledge to proactively identify & prevent issues
• Understand your customers' technical infrastructures, hardware, processes, and offerings
• Perform initial or secondary investigations and respond to online and phone support requests
• Deliver key portfolio updates and assist customers with upgrades
• Manage customer cases and maintain clear and concise case documentation
• Create customer engagement plans & keep documentation on customer environments updated
• Ensure a high level of customer satisfaction with each qualified engagement through the complete adoption life cycle of our offerings
• Engage with Red Hat's field teams, customers to ensure a positive platform & cloud technology experience and a successful outcome resulting in long-term enterprise success
• Communicate how specific Red Hat platform & cloud solutions and our cloud road-map align to customer use cases
• Capture Red Hat product capabilities and identify gaps as related to customer use cases through a closed-loop process for each step of the engagement life cycle
• Engage with Red Hat's product engineering teams to help develop solution patterns based on customer engagements and personal experience that guide platform adoption
• Establish and maintain parity with Red Hat’s platform & 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 or process areas
• Travel to visit customers, partners, conferences, and other events as needed

What You Will Bring:

• Bachelor's degree in science or a technical field; engineering or computer science
• Competent reading and writing skills in English
• Ability to convey information to customers in a clear and concise manner
• Ability to effectively manage and grow existing enterprise customer and partner relationships by delivering best-in-class support
• Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation
• Upstream involvement in open source projects (patches submitted for upstream) is a plus
• Indian citizenship or authorization to work in India
• Red Hat OpenStack Platform - RHOSP Fundamental understanding of the OpenStack, Container architecture, and administration experience across all working components
• Deep understanding and troubleshooting skills on OpenStack core components
• Deployment and troubleshooting experience of Openstack cluster on bare metal or non-bare metal environments
• Planning, Designing, and implementation of Openstack products on various hardware
• Technical and Deep understanding of Ceph cluster storage and its functionalities
• Experience with Linux operating system installation, configuration, upgrade, and maintenance
• Technical knowledge of the Red Hat OpenShift Container Platform and its components is a plus #LI-VG11

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. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat

Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. 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.

Equal Opportunity Policy (EEO)

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.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email [e-mail]. General inquiries, such as those regarding the status of a job application, will not receive a reply.

We're the world's leading provider of enterprise open source solutions- including Linux, cloud, container, and Kubernetes. We deliver hardened solutions that make it easier for enterprises to work across platforms and environments, from the core datacenter to the network edge. At Red Hat, our commitment to open source extends beyond technology into virtually everything we do. We collaborate and share ideas, create inclusive communities, and welcome diverse perspectives from all Red Hatters, no matter their role. It's what makes us who we are. Some of the most knowledgeable and passionate people in the technology industry work here. Whether we're building software, championing our products, or training new associates, we're collaborating openly to make a difference in the world of open source and beyond.