Operations Technical Account Manager
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Job Description
Technical Account Manager providing customer advocacy and support for Red Hat Ansible Automation Platform. Collaborating with engineering and managing relationships within the U.S. Eastern or Central Time Zone.
Responsibilities:
- Support enterprise customers implementing Red Hat Ansible Automated Platform solutions
- Serve as the primary customer advocate within Red Hat, facilitating communication and collaboration across teams
- Deliver Red Hat portfolio roadmap updates and assist customers with product upgrades and implementation
- Rapidly learn and stay current with new technologies, including container orchestration, registries, build strategies, microservices, and automation environments
- Specialize in Ansible Automation Platform, providing expertise on its implementation and use
- Perform technical reviews to proactively identify and prevent issues, sharing knowledge across teams
- Gain a comprehensive understanding of the customer's technical infrastructures, environments, hardware, and product usage
- Investigate and respond to support requests via various channels, including online, phone, video call, chat, etc.
- Provide strategic advice and guidance on current and future Red Hat products and solutions
- Manage customer cases, maintaining clear and concise documentation
- Collaborate with engineering, R&D, product management, and technical support teams
- Create and maintain technical documentation for issue resolution and knowledge sharing
- Manage and grow customer relationships through attentive, relationship-based support
- Visit customer sites as needed and ensure exceptional service experience
Requirements:
- Experience in a technical support, software development or engineering, or quality assurance organization
- Extensive technical knowledge of Red Hat Ansible Automated Platform and similar automation technologies, including Chef, Puppet, SaltStack, etc; broad knowledge of automation practices and principles
- Experience with configuration management, application deployment, and infrastructure orchestration technologies
- Ability to manage and grow existing customer relationships by delivering proactive, relationship-based support
- Outstanding verbal and written communication skills
- Ability to convey complex information to customers clearly and concisely
- Ability to manage multiple issues and projects
- Bachelor's degree in a technology-related discipline is preferred
- Residence within the U.S. Central or Eastern Time Zone
- Software engineering background; experience with RPM-based Linux technologies
- Experience with Linux system administration, preferably Red Hat Enterprise Linux (RHEL) or a derivative is preferred
- Experience working in DevOps environments preferred
- Experience with container technologies such as Docker, Podman, and Kubernetes preferred
- Experience deploying applications in cloud environments and developing containerized applications a plus
- Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts preferred
- Familiarity with source code management tools like Git or Apache Subversion (SVN) a plus
Benefits:
- Comprehensive medical, dental, and vision coverage
- Flexible Spending Account - healthcare and dependent care
- Health Savings Account - high deductible medical plan
- Retirement 401(k) with employer match
- Paid time off and holidays
- Paid parental leave plans for all new parents
- Leave benefits including disability, paid family medical leave, and paid military leave
- Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!
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