Job Description
About the job
Red Hat's Customer Success team is seeking an experienced and highly skilled support engineer or systems administrator with an overall 8-10 years of experience, to join us as Senior Technical Account Manager for our enterprise customers covering RHEL, Red Hat OCP, and Red Hat Ansible. In this role, you'll provide personalized, proactive technology engagement and guidance, and cultivate high-value relationships with clients as you seek to understand and meet their needs with the complete Red Hat portfolio of products. 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 customer's environments, facilitating collaboration with their other vendors, and advocating on the customer's behalf. At the same time, you'll work closely with our Engineering, R&D, Product Management, Global Support, Sales & Services teams to debug, test, and resolve issues.
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
Red Hat's Customer Success team is seeking an experienced and highly skilled support engineer or systems administrator with an overall 8-10 years of experience, to join us as Senior Technical Account Manager for our enterprise customers covering RHEL, Red Hat OCP, and Red Hat Ansible. In this role, you'll provide personalized, proactive technology engagement and guidance, and cultivate high-value relationships with clients as you seek to understand and meet their needs with the complete Red Hat portfolio of products. 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 customer's environments, facilitating collaboration with their other vendors, and advocating on the customer's behalf. At the same time, you'll work closely with our Engineering, R&D, Product Management, Global Support, Sales & Services teams to debug, test, and resolve issues.
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
💡 Quick Summary
Seeking a career-building opportunity? The Senior Technical Account Manager position is now open for candidates interested in the Admin Executive sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Admin Executive is a plus.