Technical Account Manager - Red Hat OpenStack Platform

Red Hat (Remote, Deutschland) Vor 29 Tagen veröffentlicht

The Red Hat Global Customer Success team is looking for an experienced, enterprise-level engineer to join us as a Technical Account Manager. In this role, you will work with a small set of key customers to provide practical technical and architectural guidance for the Red Hat OpenStack Platform. At Red Hat, customer support includes far more than just break-fix solutions as customers get industry-leading resources that enable their technical environments to run efficiently, so they can focus on growing their businesses. You'll provide premium support that builds, maintains, and grows long-lasting customer loyalty between Red Hat and our customers. You'll build relationships with your customers and develop an extensive technical understanding of their Red Hat implementation, share technical best practices, and serve as point of contact for any major incidents, managing customer expectations and communications to resolve such incidents. As a Technical Account Manager, you will tailor support for each customer environment, facilitate collaboration with their other vendors, and advocate on their behalf. You'll also work closely with our Engineering, Research and Development (R&D), Product Management, and Global Support teams to debug, test, and resolve issues. You'll need to be able to work as part of a team, enjoy working hard, and be professional and dedicated to meeting and exceeding expectations and building relationships. You'll also need to have excellent collaboration skills and ability to learn new technologies quickly and use their time efficiently.

  • Develop relationships with key business and IT stakeholders and become an expert on customer Red Hat OpenStack Platform implementations by understanding their top business goals and priorities
  • Perform Red Hat OpenStack Platform technical reviews and share knowledge to proactively identify and prevent issues
  • Forewarn customers of Red Hat OpenStack Platform technology changes or potential disruptions to their service and advice on mitigation strategies
  • Provide advice and guidance to customers about their current and future Red Hat offerings
  • Troubleshoot Red Hat OpenStack technical issues and guide issue escalation with Red Hat and customer teams
  • Complete analysis and present periodic reviews of operational performance to customer leadership
  • Manage customer use cases and maintain clear and concise case documentation
  • Create customer engagement plans and keep the documentation on the customers' environments updated
  • Manage and grow customer relationships by delivering attentive, relationship-based support
  • Build a sense of trust with customers and serve as their advocate within Red Hat
  • Contribute internally to the Red Hat team, share knowledge and best practices with associates, contribute to internal projects and initiatives, and serve as a subject matter expert and mentor for specific technical or process areas
  • Partner closely with our engineering, product management, and technical support teams to debug, test, and resolve issues
  • Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
  • Establish and maintain parity with Red Hat's cloud technologies strategy
  • Engage with Red Hat's product engineering teams to help develop solutions patterns based on customer engagements, as well as your personal experience, that will promote platform adoption
  • 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 roadmap align with customer use cases
  • Travel, as necessary, to visit customers and attend events


  • 5+ years of experience working in a support, development, engineering, or quality assurance organisation
  • Advanced technical knowledge of OpenStack cloud computing platform, and Infrastructure-as-a-Service (IaaS) technologies; Red Hat OpenStack Platform is a plus
  • Advanced technical knowledge of the Linux file system, network stack, and the Linux kernel
  • Experience with system management and cloud or server virtualisation
  • Understanding of enterprise-class applications like Oracle, Veritas, and SAP
  • Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
  • Outstanding written and verbal communication skills; ability to convey complex information to customers clearly and concisely
  • Competent comprehension of enterprise architecture and strategic business drivers
  • Ability to manage multiple issues and projects with an eye for detail
  • Direct experience with a variety of hardware vendors
  • Fluency in English and German

The following are considered a plus:

  • High-level knowledge of common network functions
  • Bachelor's degree in a technology-related discipline, preferably in computer science or engineering
  • Red Hat Certified Engineer (RHCE) certification
  • Prior experience in a technical leadership or mentorship role
  • Experience with training and presentation delivery

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.

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.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

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Technical Account Manager - Red Hat OpenStack Platform

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