As a Senior Technical Account Manager, you will provide a level of premium advisory-based support that builds, maintains, and grows long-lasting customer loyalty by tailoring support for each of our customers environments, facilitating collaboration with their other vendors, and advocating on the customers behalf. At the same time, youll work closely with our Engineering, Products and Technologies, Product Management, Global Support, Sales, and Services teams to debug, test, and resolve issues.
What you will do
- Perform technical reviews and share knowledge to proactively identify and 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 and 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 Hats field teams, customers to ensure a positive platform and cloud technology experience and a successful outcome resulting in long-term enterprise success
- Communicate how specific Red Hat platform and 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 Hats 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 and 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 and mentor for specific technical or process areas or process areas
- Travel to visit customers, partners, conferences, and other events as needed, following Red Hat’s COVID-19 guidelines
What you will bring
- 8 years of relevant experience
- Bachelors degree in science or a technical field; engineering or computer science
- Competent reading and writing skills in English
- Ability to effectively manage and grow existing enterprise customers by delivering proactive, relationship-based, best-in-class support
- Indian citizenship or authorization to work in India
- Proven system administration and troubleshooting experience with Red Hat Enterprise Linux (HRLE), other Linux platforms, or UNIX in a production environment
- Experience in a support, development, engineering, or quality assurance organization
- Experience in Red Hat OpenShift Container Platform or Kubernetes or Dockers cluster management
- Understanding of Red Hat OpenShift Container Platform architecture and different types of Red Hat OpenShift Container Platform installations
- Experience in Red Hat OpenShift Container Platform troubleshooting and data/logs collection
- Competent understanding of how Ansible works and various components of Red Hat Ansible Automation Platform
- Experience in troubleshooting and writing Ansible Playbooks
- Experience with different cloud providers like Amazon Web Services (AWS), Google Compute Engine (GCE), and Microsoft Azure
The following will be a plus:
- Upstream involvement in open source projects
- Excellent working knowledge of Prometheus and Grafana open source monitoring solutions
- Administration experience of Red Hat OpenShift v4.x