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RedHat Senior Technical Account Manager (RHEL, Ansible, Satellite) in Bangalore, India

Job summary

Red Hat's Customer Experience and Engagement (CEE) team is looking for an experienced and highly skilled support engineer or systems administrator with 8+ years of experience to join us as a Senior Technical Account Manager for our enterprise customers covering RHEL, Red Hat Ansible Automation Platform, and Red Hat Satellite in Bengaluru, India. In this role, you'll provide personalized, proactive technology engagement and guidance and cultivate high-value relationships with clients while trying to understand and meet their needs with the complete Red Hat portfolio of offerings. You will provide a level of premium advisory-based support that builds, maintains, and grows long-lasting customer loyalty by tailoring support for each of our customer's environments, facilitating collaboration with their other vendors, and advocating on the customer's behalf. As a Senior Technical Account Manager, you'll work closely with our Engineering, Research and Development, Product Management, Global Support, and Sales and Services teams to debug, test, and resolve issues.

Primary job responsibilities

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

  • Understand your 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 with each qualified engagement through the complete adoption life cycle of our offerings

  • Engage with Red Hat's field teams and customers to ensure a positive platform and cloud technology experience and a successful outcome resulting in a long-term enterprise success

  • Communicate how specific Red Hat platform and cloud solutions and our cloud road-map align with customer use cases

  • Capture Red Hat’s offerings capabilities and identify gaps as related to customer use cases through a closed-loop process for each step of the engagement life cycle

  • Engage with Red Hat's product engineering teams to help develop solution patterns based on customer engagements and personal experience that guide platform adoption

  • Establish and maintain parity with Red Hat’s platform and cloud technologies strategy

  • 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

  • Travel to visit customers, partners, conferences, and other events as needed, following Red Hat’s COVID-19 guidelines

Required skills

  • Bachelor's degree in science or a technical field; engineering or computer science

  • Good verbal and written language skills in English

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

  • Upstream involvement in open source projects is a plus

  • Indian citizenship or an authorization to work in India

  • Proven solid experience with system administration and troubleshooting in Red Hat Enterprise Linux, other Linux platforms, or Unix in a production environment

  • Experience in a support, development, engineering, or quality assurance organization

  • Competent understanding of how Red Hat Ansible Automation Platform works; knowledge of various components of Red Hat Ansible Automation Platform

  • Experience in troubleshooting and writing Red Hat Ansible Playbooks

  • Experience with different cloud providers like Amazon Web Services (AWS), Google Compute Engine (GCE), and Microsoft Azure

  • Good understanding of Red Hat subscription-based offerings

  • Experience with installation, upgrades, troubleshooting, and overall design of Red Hat Satellite and Red Hat Satellite Capsule Server

  • Knowledge of PostgreSQL, MongoDB, Candlepin, Katello and Hammer, Ruby, JavaScript, React, and Python is a big plus

About Red Hat

Red Hat (https://www.redhat.com/) is the world’s leading provider of enterpriseopen source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.

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, uniformed services, 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.

Posting Location : Location IN-Bangalore

Posting date 5 days ago (9/14/2021 9:27 AM)

Job ID 89135

Workday ID R-015246

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