Technical Account Manager - Ansible Automation

About the job

Red Hat's North American Services team is looking for an experienced, enterprise-level engineer with a background in IT automation technologies to join us remotely as a Technical Account Manager in the Eastern or Central United States. In this role, you will work with a small set of enterprise customers to provide architectural guidance and implementation advice for the Red Hat Ansible Automation Platform suite of solutions. This is not a sales role. You'll be a dedicated professional services associate and a member of the Red Hat engineering, customer engagement, and technical support teams. As a Technical Account Manager, you will provide a level of premium support that builds, maintains, and grows long-lasting customer loyalty by tailoring support for each of our customer's environments, facilitating collaboration with their other vendors, and advocating on their behalf. Engineers within the Eastern or Central time zones are preferred.

 

What you will do

• Support customers with implementing automated solutions for platform and cloud-based solutions
• Troubleshoot technical issues and drive issue escalation with Red Hat and customer teams
• Manage and grow customer relationships by delivering attentive, relationship-based support
• Develop relationships with key business and IT stakeholders and become an expert on customer implementations by understanding top business goals and priorities
• Gain understanding of customer technical infrastructures and environments, hardware, and offerings
• Learn emerging technologies quickly technologies quickly and focus on automated solutions around those technologies
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Forewarn customers of technology changes or potential disruptions to their service and advice on mitigation strategies
• Collaborate with internal engineering, development, product management, and technical support teams to resolve issues
• Manage customer cases and maintain clear and concise case and customer documentation; craft customer engagement plans
• Build trust with customers and serve as their advocate within Red Hat; analyze and present periodic reviews of operational performance to customer leadership
• Travel as necessary to visit regional customers

What you will bring

• A combination of technical and customer-facing skills and willingness to embrace and further develop both
• Experience with IT automation, configuration management, application deployment, and infrastructure orchestration technologies
• Linux system administration experience; excellent understanding of Linux and related technologies like management, networking, and storage
• Experience working in a support, development, engineering, or quality assurance organization
• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
• Competent comprehension of enterprise architecture and strategic business drivers
• Experience with enterprise datacenter environments and operations
• Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience
• Ability to explain complex information in straightforward terms; specifically to align Red Hat's offerings to customer needs
• Growth mindset and willingness to learn; including earning technology certifications as part of the onboarding and professional development process
• Outstanding verbal and written communication skills; ability to convey complex information to customers clearly and concisely
• Excellent collaboration skills; ability to manage internal and external communications and prioritize tasks according to their importance and urgency
• Ability to make occasional on-site customer visits

The following are considered a plus:

• Bachelor's degree in a technology-related discipline, preferably computer science or engineering
• Red Hat Certified Engineer (RHCE)
• Experience with cloud computing and cloud providers, like Microsoft Azure, Amazon Web Services, Google Compute Platform, and IBM Cloud
• Familiarity with source code management tools like Git and SVN
• Familiarity with a variety of hardware vendors

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Employment Type: OTHER