The Red Hat Services team for Europe, the Middle East, and Africa (EMEA) is looking for a Technical Account Manager to join us remotely in Italy. In this role, you will provide personalised, attentive support and mentorship and build high-value relationships with a small set of enterprise customers as you work to understand their IT infrastructures, internal processes, and business needs. You will ensure that our customers receive access to solutions that will enable their technical environments to run efficiently. You will have the opportunity to shape the future of our technology along with subject-matter experts and developers in the open source community.

What you will do

• Become a Red Hat technical ambassador, working closely with a small number of customers using Red Hat Middleware technology; develop relationships with key business and IT stakeholders, including customer managers and technical associates

• Deliver key portfolio updates and assist customers with upgrades of our offerings; advise  customers on technology changes, mitigation strategies, and potential disruptions to their service

• Conduct technical investigations of customer issues to find root causes and solutions on your own or through collaboration with fellow Red Hatters and customer teams

• Provide advice and guidance to customers about their current and future use of Red Hat's offerings

• Perform technical reviews and share knowledge to proactively identify and prevent issues

• Manage customer cases and maintain clear and concise case and customer documentation; create customer engagement plans

• Handle customer escalations with Red Hat and customer teams

• Engage with Red Hat's engineering teams to help develop solutions, based on customer engagements as well as personal experience, that will guide the adoption of our offerings

• Analyze and present periodic reviews of operational performance to customer leadership

• Deliver trainings and presentations to customer associates

• Travel, as necessary, to visit customers or attend internal events.

• Collaborate with third-party hardware and software vendors

What you will bring

• Combination of technical and customer-facing skills and willingness to embrace and develop both

• Prior professional experience working in a support, development, engineering, or quality assurance (QA) organization, including technical and communication skills

• Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience

• Hands on experience with middleware technologies like Red Hat JBoss EAP, Kafka, API Management, Quarkus, Red Hat Single Sign On and Red Hat OpenShift

• Hands on experience with messaging and streaming platform

• Excellent written and verbal communication skills in English and Italian; ability to explain complex information, e.g., aligning Red Hat’s offerings with customer needs in straightforward terms

• Effective collaboration skills for working with internal and external associates; ability to manage internal and external communication and prioritize tasks according to their importance or urgency

• Ability to support customers implementing automated and containerized cloud application platform solutions

• Ability to promote platform adoption within customer teams

• Knowledge of application development (microservices architecture), application troubleshooting, debugging, and tuning

• Excellent understanding of software development practices and continuous integration (CI) and continuous delivery (CD) pipelines

• Knowledge of JEE platform and experience working on large scale enterprise Java projects is preferred.

• Critical situation management experience

• Good knowledge of OpenShift is a big plus

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)
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.

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