Senior Technical Account Manager

Overview

Senior Technical Account Manager at Red Hat providing leadership and strategic direction for key accounts, leading complex projects and non-routine technical issues, and acting as a trusted advisor and technical leader to customers.

What you'll do

• Lead complex technical troubleshooting and problem resolution for critical customer issues.
• Develop and deliver technical tutorials and workshops to customers and internal teams.
• Proactively identify and address technical risks and opportunities within customer environments.
• Collaborate with sales and product management teams to develop and support the implementation of customer solutions.
• Serve as a technical mentor and coach for junior team members.
• Contribute to the development of new support tools and processes.
• Lead internal initiatives to improve team performance and customer satisfaction.
• Identify and drive initiatives to improve service delivery processes.
• Perform technical reviews and share knowledge to proactively identify and prevent issues.
• Understand 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 and keep documentation on customer environments updated.
• Ensure a high level of customer satisfaction through the complete adoption life cycle of offerings.
• Engage with Red Hat's field teams and customers to ensure a positive platform and cloud technology experience and long-term enterprise success.
• Communicate how specific Red Hat platform and cloud solutions and the cloud roadmap align to customer use cases.
• Capture Red Hat product capabilities and identify gaps related to customer use cases through a closed-loop process.
• Engage with Red Hat's product engineering teams to help develop solution patterns that guide platform adoption.
• Establish and maintain parity with Red Hat's platform and cloud technologies strategy.
• Share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a subject matter expert and mentor.
• Travel to visit customers, partners, conferences, and other events as needed.
• May be required to work on customer site and connect to customer systems.

What you'll need

• Bachelor's degree in science or a technical field; engineering or computer science.
• Competent reading and writing skills in English.
• Ability to convey information to customers in a clear and concise manner.
• Ability to effectively manage and grow existing enterprise customer and partner relationships by delivering best-in-class support.
• Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation.
• Indian citizenship or authorisation to work in India.
• Fundamental understanding of OpenStack, Container architecture, and administration experience across all working components (Red Hat OpenStack Platform - RHOSP).
• Deep understanding and troubleshooting skills on OpenStack core components.
• Deployment and troubleshooting experience of OpenStack clusters on bare metal or non-bare metal environments.
• Planning, designing, and implementation of OpenStack products on various hardware.
• Technical and deep understanding of Ceph cluster storage and its functionalities.
• Experience with Linux operating system installation, configuration, upgrade, and maintenance.
• Experience in Red Hat OpenShift Container Platform (RHOCP) or Kubernetes or Docker cluster management.
• Understanding of RHOCP architecture and different types of RHOCP installations.
• Experience in RHOCP troubleshooting and data/logs collection.
• Competent comprehension of enterprise architecture and strategic business drivers.
• Direct experience with a variety of hardware vendors.

Nice to have

• Upstream involvement in open source projects (patches submitted upstream).
• Strong working knowledge of Prometheus and Grafana open source monitoring solutions.
• Administration experience of Red Hat OpenShift v4.x.

Details

• Location: New Delhi.
• Associates work flexibly across in-office, office-flex, and fully remote environments depending on role requirements.
• May be required to work on customer site.
• Travel as needed.