Senior Technical Account Manager
Red Hat, Inc.
4 - 6 years
Mumbai
Posted: 7/9/2023
Job Description
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 effectively manage and grow existing enterprise customers by delivering proactive, relationship-based, best-in-class support
- Upstream involvement in open-source projects is a plus
- Indian citizenship or authorization to work in India
- RHEL
- Proven & strong system administration and troubleshooting experience with Red Hat Enterprise Linux, other Linux platforms, or Unix in a production environment
- Experience in a support, development, engineering, or quality assurance organization
- RHOCP
- Experience in Red Hat OpenShift Container Platform (RHOCP) or Kubernetes or Dockers cluster management
- Understanding of RHOCP Architecture & different types of RHOCP installations
- Experience in RHOCP Troubleshooting and data/logs collection
- Strong working knowledge of Prometheus and Grafana open source monitoring solutions will be considered a plus
- Administration experience of Red Hat OpenShift v4.x will be considered a plus
- Ansible
- Competent understanding of how Ansible works and various components of Ansible Automation Platform
- Experience in troubleshooting and writing Ansible Playbooks
- Experience with different cloud providers like AWS, GCE & Azure
About Company
Red Hat, Inc. is an American software company that provides open-source software products to enterprises and is a subsidiary of IBM. Founded in 1993, Red Hat has its corporate headquarters in Raleigh, North Carolina, with other offices worldwide. Red Hat has become associated to a large extent with its enterprise operating system Red Hat Enterprise Linux. With the acquisition of open-source enterprise middleware vendor JBoss, Red Hat also offers Red Hat Virtualization (RHV), an enterprise virtualization product. Red Hat provides storage, operating system platforms, middleware, applications, management products, support, training, and consulting services.
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