Automation Technical Account Manager

About the job

The Red Hat Global Customer Success team is looking for an experienced, enterprise-level engineer to join us as a Technical Account Manager preferably in Sao Paulo, Brazil.

In this role, you will work with a dedicated enterprise customer to provide architectural guidance and implementation advice for the Red Hat Infrastructure and Automation Portfolio to meet their business needs.

This is not a sales role. As a Technical Account Manager, you will provide a premium level of engagement that builds, maintains, and grows long-lasting customer loyalty by tailoring technical support to customer environments, facilitating collaboration with other vendors, and advocating on their behalf.

What you will do

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

• Gain an understanding of customers' technical infrastructure and environment, hardware, and products

• Partner closely with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues

• Provide advice and guidance to customers about their current and future Red Hat products

• Create documentation regarding customer issues and technical details on how to resolve them

• Manage and grow customer relationships by delivering attentive, relationship-based support

• Travel occasionally to visit regional customers

• Serve as the customer's advocate within Red Hat

What you will bring

• Combination of technical and customer-facing skills and willingness to embrace and further develop both

• Linux or UNIX system administration experience; excellent understanding of Linux and related technologies like management, networking, and storage

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

• Experience working in a support, development, engineering, or quality assurance (QA) organization

• Advanced troubleshooting and debugging skills; passion for problem-solving and investigation

• 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, like aligning Red Hat's offerings to customer needs or use cases with customers in straightforward terms

• Growth mindset and willingness to learn; including earning specific technology certifications as part of your onboarding and professional development process

• Outstanding written and verbal communication skills in English

• Excellent collaboration skills; ability to manage internal and external communications and prioritize tasks according to their importance and urgency

The following are considered a plus:

• Experience with Red Hat Ansible Automation Platform and Red Hat Satellite

• Red Hat Certified Engineer (RHCE) certification

• Experience with technologies like Red Hat Enterprise Linux (RHEL), Red Hat Satellite, Red Hat Ansible Automation Platform, Red Hat OpenShift Container Platform, Red Hat OpenStack Platform, etc.

• Experience with cloud computing and different cloud providers like Microsoft Azure, Amazon Web Services (AWS), Google Compute Platform (GCP), or IBM Cloud

• Familiarity with source code management tools like Git or Apache Subversion

• Familiarity with a variety of hardware vendors

• Bachelor's degree in a technology-related discipline, preferably computer science or engineering

• Prior experience working in a technical leadership or mentorship role

Note: This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws.

About Red Hat

Red Hat is the world’s leading provider of enterpriseopen source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. 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.

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 different 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 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.

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