Senior Technical Account Manager

This is a fully remote position, open to applicants in Connecticut, +14 more states.

📋 Description

• Act as the main customer advocate within Red Hat, ensuring effective communication and collaboration among teams.

• Provide updates on the Red Hat portfolio roadmap and assist customers with product upgrades and implementations.

• Quickly learn and remain up-to-date with new technologies, such as container orchestration, registries, build strategies, microservices, and automation environments.

• Focus on Red Hat Enterprise Linux, offering expertise on its implementation and usage.

• Conduct technical reviews to proactively identify and mitigate issues, sharing insights across teams.

• Develop a thorough understanding of customers' technical infrastructures, environments, hardware, and product usage.

• Investigate and address support requests through online, phone, video calls, chat, and various other channels.

• Offer strategic advice and guidance regarding current and future Red Hat products and solutions.

• Manage customer cases while maintaining clear and concise documentation.

• Collaborate with engineering, R&D, product management, and technical support teams.

• Generate and maintain technical documentation for issue resolution and knowledge sharing.

• Cultivate and enhance customer relationships through attentive, relationship-focused support.

• Visit customer sites as necessary to ensure an outstanding service experience.

⛳️ Requirements

• Over 5 years of experience in support, development, engineering, IT, or quality assurance roles.

• Proficiency with Red Hat Enterprise Linux, including installation, patch management, performance tuning, and troubleshooting.

• Experience with configuration management, application deployment, and infrastructure orchestration technologies.

• Capacity to manage and develop existing customer relationships through proactive, relationship-driven support.

• Excellent verbal and written communication skills.

• Ability to articulate complex information to customers in a clear and concise manner.

• Competence in managing multiple issues and projects simultaneously.

• Bachelor's degree in a technology-related field.

• Familiarity with container technologies such as Docker, Podman, and Kubernetes.

• Experience working within automation environments.

• Background in software engineering, particularly with RPM-based Linux technologies.

• Capability to deploy applications in cloud environments.

• Experience in developing containerized applications.

• Knowledge of source code management tools like Git or SVN.

• Previous experience in a technical leadership or mentorship position.

• Red Hat Certified Engineer (RHCE) certification is a plus.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• Flexible Spending Account for healthcare and dependent care.

• Health Savings Account available with a high deductible medical plan.

• Retirement 401(k) plan with employer matching.

• 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.

• Employee stock purchase plan.

• Family planning reimbursement.

• Tuition reimbursement.

• Transportation expense account.

• Employee assistance program.