Red Hat's Services team is looking for an experienced, enterprise-level engineer to join us as a OpenShift Technical Account Manager (TAM) in Sydney, Australia. In this role, you'll work with a small set of key customers to provide hands-on technical and architectural guidance for the Red Hat OpenShift Container Platform. At Red Hat, customer support includes far more than just “break-fix” solutions. Customers get industry-leading resources that enable their technical environments to run efficiently, so they can focus on growing their businesses. Technical account management is a premium support offering that builds, maintains, and grows long-lasting customer loyalty between Red Hat and our customers. You will forge relationships with your customers, develop a deep technical understanding of their Red Hat implementation, share technical best practices for long-term supportability, act as point of contact for any major incidents, and manage the customer’s expectations and communication through resolution of such incidents. You will tailor the support experience for each customer's environment, facilitate collaboration with their other vendors and advocate on their behalf. At the same time, you'll work closely with our Engineering, Research and Development, Product Management, and Global Support Delivery teams to debug, test, and resolve issues. You must be a team player who enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly and uses their time efficiently.

What you will do

• Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities.

• Perform technical reviews and share knowledge to proactively identify and prevent issues and provide best-practice advice for their long-term supportability

• Forewarn customers of technology changes or potential disruptions to their service and advice on mitigation strategies.

• Provide best-practice advice and guidance to customers about their current and future Red Hat products;

• Troubleshoot technical issues and drive issue resolution with Red Hat support and customer teams

• Complete analysis and present periodic reviews of operational performance to customer leadership

• Manage customer support cases and maintain clear and concise case documentation

• Create customer engagement/success plans and keep the documentation on the customer's environment updated

• Manage and grow customer relationships by delivering attentive, relationship-based support

• Build trust with customers and serve as their advocate within Red Hat

• 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

• Partner closely with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues

• Travel, as necessary, to visit customers and attend events within the region

• Support enterprise customers implementing automated and containerized cloud application platform solutions

• 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 cloud technologies strategy

• Engage with Red Hat’s product engineering teams to help develop solution patterns, based on customer engagements, as well as personal experience, that drive 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 to customer use cases

What you will bring

• At least 5+ years experience in a application support, development, engineering, or quality assurance organization

• Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support

• Outstanding verbal and written 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 and software vendors

• Ability to manage and interface with various levels of stakeholders up to C-level

The following are considered a plus:

• Experience in system management, application development, cloud or server virtualization, solutions architecture

• Bachelor's degree in a technology-related discipline, preferably computer science or engineering

• Red Hat Certified Engineer (RHCE)

• Prior experience in a technical coaching or mentorship role

• Experience with training and presentation delivery

• Experience working in DevOps environments

• Software engineering background; experience with RPM-based Linux and Java technologies

• Experience deploying applications in cloud environments

• Experience developing containerized applications

• Hands-on experience with Java middleware technologies like Red Hat JBoss EAP, Red Hat JBoss Fuse, WebSphere, and WebLogic

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

• Working knowledge of SAP HANA

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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
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Equal Opportunity Policy (EEO)
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