Technical Account Manager - OpenShift Container Platform

Red Hat Limited; Durham (NC); Remote; USD 94,000 - 152,000; Full time

Job summary

An established industry player is seeking a Technical Account Manager to provide expert guidance on cloud solutions. In this remote role, you will work closely with enterprise customers, offering tailored support for their OpenShift Container Platform implementations. Your responsibilities will include managing customer relationships, troubleshooting technical issues, and collaborating with various teams to ensure customer satisfaction. This is an exciting opportunity to leverage your technical skills and build long-lasting partnerships while contributing to innovative cloud solutions. If you thrive in a dynamic environment and are passionate about technology, this role is perfect for you.

Benefits

Comprehensive medical, dental, and vision coverage

Flexible Spending Account

Health Savings Account

401(k) with employer match

Paid time off and holidays

Paid parental leave

Tuition reimbursement

Employee stock purchase plan

Qualifications

• 5+ years in support or engineering roles with enterprise cloud solutions.
• Expertise in Kubernetes and container management is essential.

Responsibilities

• Support enterprise customers with cloud application platform solutions.
• Develop relationships and provide technical guidance to customers.

Skills

Customer Relationship Management

Technical Support

Cloud Solutions

Container Orchestration

Kubernetes

Communication Skills

Education

Bachelor's Degree in Technology

Tools

Red Hat OpenShift

Platform-as-a-Service (PaaS)

Job description

Technical Account Manager - OpenShift Container Platform

Technical Account Manager - OpenShift Container Platform

Apply remote type Remote locations Remote US NC Remote US PA Remote US MN Remote US TX Remote US OH time type Full time posted on Posted 30+ Days Ago job requisition id R-045528

About The Job

Red Hat's Technical Services team is looking for an enterprise-level engineer to join us remotely as an OpenShift Technical Account Manager (TAM) in the U.S. Eastern or Central Time Zone. In this role, you will work with a small set of enterprise FSI customers to provide direct technical and architectural guidance for the Red Hat OpenShift Container Platform. At Red Hat, customer support includes far more than just “break-fix” solutions. Customers get industry-leading 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. You will forge relationships with your customers, develop a deep technical understanding of their Red Hat implementation, share technical best practices and act as point of contact for any major incidents, managing the customer’s expectations and communications through resolution of such incidents. 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 technical support teams to debug, test, and resolve issues. The ideal TAM is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly and uses their time efficiently.

What You Will Do

1. Support enterprise customers in implementing automated and containerized cloud application platform solutions
2. Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
3. Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities
4. Perform technical reviews and share knowledge to proactively identify and prevent issues
5. Gain understanding of customer technical infrastructures, hardware, and offerings and serve as a customer advocate within Red Hat
6. Collaborate with the engineering, research and development, product management, and technical support teams
7. Create customer engagement plans and keep the documentation on the customer's environment updated
8. Create documentation regarding customer issues and technical details on how to resolve them
9. Manage and grow customer relationships by delivering attentive, relationship-based support
10. Build trust with customers and serve as their advocate within Red Hat
11. Forewarn customers of technology changes or potential disruptions to their service and advice on mitigation strategies
12. Provide advice and guidance to customers about their current and future Red Hat products
13. Troubleshoot technical issues and drive issue escalation with Red Hat and customer teams
14. Complete analysis and present periodic reviews of operational performance to customer leadership
15. 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
16. Communicate how specific Red Hat cloud solutions and our cloud roadmap align to customer use cases
17. Travel occasionally to visit regional customers

What You Will Bring

1. 5+ years of experience working in a support, development, engineering, IT, or a quality assurance organization
2. Administration experience with Platform-as-a-Service (PaaS) cloud solutions like Red Hat OpenShift Container Platform
3. Expertise in enterprise cloud solutions like Platform-as-a-Service (PaaS), containers, Kubernetes, cloud management, and IT automation
4. Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
5. Competent comprehension of enterprise architecture and strategic business drivers
6. Ability to manage multiple issues and projects with shifting priorities and timelines
7. Outstanding written and verbal communication skills and ability to convey complex information to customers clearly and concisely in English
8. Ability to travel for customer visits and events within the region
9. Bachelor's degree or an equivalent in a technology-related discipline, ideally computer science or engineering is a plus
10. Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts a plus
11. Red Hat Certified Engineer (RHCE) a plus

The salary range for this position is $94,550.00 - $151,170.00. Actual offer will be based on your qualifications.

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience.

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.

Benefits
● Comprehensive medical, dental, and vision coverage
● Flexible Spending Account - healthcare and dependent care
● Health Savings Account - high deductible medical plan
● Retirement 401(k) with employer match
● Paid time off and holidays
● Paid parental leave plans for all new parents
● Leave benefits including disability, paid family medical leave, and paid military leave
● Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.

Diversity, Equity & 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 diverse 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 of diversity 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.