Middleware Technical Account Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Cultivate relationships with essential business and IT stakeholders, guiding customers through their implementation by comprehending their primary business objectives and priorities.

• Assist customers in achieving their business ambitions and outcomes by offering recommendations that enhance the ongoing use of Red Hat’s technologies.

• Attain Trusted Advisor status with key business and technical decision-makers.

• Conduct Technical Health Reviews and deliver pertinent technical recommendations on solutions and enhancements tailored to the customers' business requirements.

• In alignment with the Customer Success Strategy and the Success Manager, track and identify trends in Red Hat adoption and utilization, as well as Success Plan adoption and utilization, providing guidance during Quarterly Success reviews.

• Act as a proactive liaison and focal point for Red Hat Technology, Product teams, and the Technical Support Team, addressing product feature and technical challenges.

• Deliver proactive communications in case of service degradation or disruptions.

• Engage in issue resolution and advocate for customers during the triage and resolution of high-severity cases, enhancing business reliability and customer satisfaction.

• Prepare executive-level summary status reports both internally and for the customer regarding all high-severity cases.

• Collaborate with internal teams to boost customer satisfaction and mitigate renewal risks.

• Leverage existing unused product capabilities and functionalities to benefit customers' businesses.

• Act as the customer advocate within Red Hat.

• Occasionally travel regionally to meet with customers.

⛳️ Requirements

• A minimum of 5 years of professional Java coding and development experience.

• Development-level experience in analyzing and debugging Java and C++ application issues at the language level, including code development, code review, and stack traces.

• Practical experience with middleware technologies such as Red Hat JBoss EAP, Kafka, API Management, Quarkus, Red Hat Single Sign On, and Red Hat OpenShift.

• Hands-on expertise with messaging and streaming platforms.

• Experience in a support, development, engineering, or quality assurance role.

• Ability to take ownership of issues while maintaining meticulous attention to detail.

• Exceptional written and verbal communication skills.

• Capability to manage and nurture existing enterprise customer and partner relationships by providing high-quality support.

• Familiarity with the JEE platform and experience in large-scale enterprise Java projects is preferred.

• Experience with business logic and Platform-as-a-Service (PaaS) cloud solutions would be an advantageous addition.

• A Bachelor's degree in a technology-related field (computer science or engineering is preferred).

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible work hours.

• Paid time off.