Job Information
Red Hat Senior Technical Account Manager in Wellington, New Zealand
About the job
The Red Hat Services team is seeking an experienced and highly skilled Technical Account Manager (TAM) in Wellington, New Zealand. In this role, you'll work with a small set of key customers to provide practical technical and architectural guidance for the Red Hat OpenShift Platform and Red Hat Enterprise Linux. You will build relationships with your customers, develop a deep technical understanding of their Red Hat implementation, share technical best practices for long-term supportability, act as point of contact for any major incidents, and manage the customer’s expectations and communication through resolution of such incidents. You will tailor the support experience for each customer's environment, facilitate collaboration with their other vendors, and advocate on their behalf. At the same time, you'll work closely with our Engineering, Research and Development, Product Management, and Global Support Delivery teams to debug, test, and resolve issues. You must be a team focused person who enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly, and uses their time efficiently.
What you will do:
Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities
Perform technical reviews and share knowledge to proactively identify and prevent issues and provide best-practice advice for their long-term supportability
Forewarn customers of technology changes or potential disruptions to their service and then advise on mitigation strategies
Provide best practice advice and guidance to customers about their current and future Red Hat products
Troubleshoot technical issues and manage issue resolution with Red Hat support and customer teams
Complete analysis and present periodic reviews of operational performance to customer leadership
Manage customer support cases and maintain clear and concise case documentation
Create customer engagement and success plans and keep the documentation on the customer's environment updated
Manage and grow customer relationships by delivering attentive, relationship-based support
Build trust with customers and serve as their advocate within Red Hat
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 and mentor for specific technical or process areas
Partner closely with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues
Travel, as necessary, to visit customers and attend events within the region, following Red Hat’s COVID-19 guidelines
What you will bring:
5+ years of experience working in an application support, development, engineering, or quality assurance organization
Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
Outstanding verbal and written communication skills; ability to convey complex information to customers clearly and concisely
Competent comprehension of enterprise architecture and key business drivers
Ability to manage multiple issues and projects with an eye for detail
Direct experience with a variety of hardware and software vendors
Ability to manage and cooperate with various levels of stakeholders up to C-level
Security clearance requirement minimum NV1 level.
The following are considered a plus:
Experience in system management, application development, cloud or server virtualization, solutions architecture
Bachelor's degree in a technology-related discipline, preferably computer science or engineering
Red Hat Certified Engineer (RHCE)
Prior experience in a technical coaching or mentorship role
Experience with training and presentation delivery
Experience working in DevOps environments
Software engineering background; experience with RPM-based Linux and Java technologies
Experience deploying applications in cloud environments
Experience developing containerized applications
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About Red Hat
Red Hat (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. 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. Opportunities are open. Join us.
Diversity, Equity & 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 diverse 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 of diversity 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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We’re the world’s leading provider of enterprise open source solutions—including Linux, cloud, container, and Kubernetes. We deliver hardened solutions that make it easier for enterprises to work across platforms and environments, from the core datacenter to the network edge.
At Red Hat, our commitment to open source extends beyond technology into virtually everything we do. We collaborate and share ideas, create inclusive communities, and welcome diverse perspectives from all Red Hatters, no matter their role. It’s what makes us who we are.
Some of the most knowledgeable and passionate people in the technology industry work here. Whether we’re building software, championing our products, or training new associates, we’re collaborating openly to make a difference in the world of open source and beyond.