Senior Technical Account Manager

  • Red Hat
  • Mumbai, Maharashtra, India
  • Jul 17, 2018
Full time Account Manager

Job Description

Company Description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

Red Hat's Customer Experience and Engagement (CEE) team is looking for an experienced and highly skilled support engineer with overall 8-10 years experience to join us as a Senior Technical Account Manager for our enterprise customers in Mumbai, India. In this role, you will provide personalized, proactive support and guidance and cultivate high-value relationships with customers as you seek to understand and meet their needs with the complete Red Hat OpenStack Platform portfolio of offerings. You’ll build, maintain, and grow long-lasting customer loyalty by tailoring support for each of our customer's environments, facilitating collaboration with their other vendors, and advocating on the customer behalf. As a Senior Technical Account Manager, you will work closely with our Engineering, R&D, Product Management, and Global Support teams to debug, test, and resolve issues.

Primary job responsibilities

  • 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 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, and partners to ensure a positive cloud technology experience and a successful outcome resulting in long-term enterprise success
  • Communicate how specific Red Hat cloud solutions and our cloud road-map align to customer use cases
  • Capture the capabilities of our offerings 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 solutions patterns based on customer engagements and personal experience that guide platform adoption
  • Establish and maintain parity with Red Hat’s 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
  • Travel to visit customers, partners, conferences, and other events as needed

Required skills

  • Bachelor's degree in science or a technical field; engineering or computer science is a plus
  • 5+ years of experience as a support or development engineer for a Platform-as-a-Service provider or hosting service
  • 5+ years of experience with Linux or Unix operating systems
  • Advanced technical knowledge of the Red Hat OpenStack Platform and its components
  • Experience in a support, development, engineering, or quality assurance (QA) organization
  • Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
  • Direct experience with a variety of hardware vendors
  • Understanding of enterprise-class applications like Oracle, Veritas, and SAP
  • Excellent written and verbal communication skills in English
  • Excellent reading and writing skills in English
  • Ability to convey information to customers in a clear and concise manner
  • Indian citizenship or authority to work in India
  • Linux operating system installation, configuration, upgrade, and maintenance experience is a big plus
  • Upstream involvement in open source projects like patches submitted for upstream is a plus