About The Job

Red Hat's Technical Services team is looking for an enterprise-level system engineer to join us remotely as a Platform Technical Account Manager (TAM) in the Central or Eastern United States, In this role, you will work with a small set of financial services customers to provide direct technical and architectural guidance for the Red Hat infrastructure portfolio. 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 and act as point of contact for any major incidents, managing the customer’s expectations and communications through resolution of such incidents. You will tailor support 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 technical support teams to debug, test, and resolve issues. The ideal TAM is a team player, 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

• Support enterprise customers by providing direct technical and architectural guidance for the Red Hat infrastructure portfolio
• 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
• Gain understanding of customer technical infrastructures, hardware, and offerings and serve as a customer advocate within Red Hat
• Collaborate with the engineering, research and development, product management, and technical support teams
• Create customer engagement plans and keep the documentation on the customer's environment updated
• Create documentation regarding customer issues and technical details on how to resolve them
• Manage and grow customer relationships by delivering attentive, relationship-based support
• Build trust with customers and serve as their advocate within Red Hat
• Forewarn customers of 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 products
• Troubleshoot technical issues and drive issue escalation with Red Hat and customer teams
• Complete analysis and present periodic reviews of operational performance to customer leadership
• Engage with Red Hat’s field teams, customers, and partners to ensure a positive technology experience and a successful outcome resulting in long-term enterprise success
• Travel occasionally to visit regional customers

What You Will Bring

• A combination of technical and customer-facing skills and willingness to embrace and further develop both
• 5+ years of experience working in a technical support, development, engineering, IT, or a quality assurance organization
• Linux system administration experience; excellent understanding of Linux and related technologies like management, networking, and storage
• Technical knowledge of the Linux kernel and Linux file system
• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
• Competent comprehension of enterprise architecture and strategic business drivers
• Experience with enterprise datacenter environments and operations
• Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience
• Ability to explain complex information in straightforward terms; specifically to align Red Hat's offerings to customer needs
• Growth mindset and willingness to learn; including earning technology certifications as part of the onboarding and professional development process
• Outstanding verbal and written communication skills; ability to convey complex information to customers clearly and concisely
• Excellent collaboration skills; ability to manage internal and external communications and prioritize tasks according to their importance and urgency
• Ability to travel to make on-site customer visits and attend events within the region
• Red Hat Certified Engineer (RHCE) a plus
• Bachelor's degree in a technology-related discipline, preferably computer science or engineering
• Experience with enterprise cloud solutions like Platform-as-a-Service (PaaS), containers, Kubernetes, cloud management, and IT automation is a plus

#LI-REMOTE #LI-AL2

The salary range for this position is $90,480.00 - $144,660.00. Actual offer will be based on your qualifications.

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience. 

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 have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. 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. Opportunities are open. Join us.

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! 

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States. 

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.

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.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email [email protected]. General inquiries, such as those regarding the status of a job application, will not receive a reply.