Cloud Technical Account Manager - Western Region

Company description
At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
Job summary
Provide personalized support and guidance, cultivating high-value relationships with customers as you seek to understand their IT infrastructures, internal processes, and business needs. Red Hat's Customer Experience and Engagement (CEE) team is looking for a Cloud Technical Account Manager for our enterprise customers to join us to work with clients throughout the Western region. In this role, you will tailor support for our customers' environments, facilitate collaboration with their other vendors, and advocate on their behalf. You'll work closely with our Engineering, Research and Development (R&D), and Product Management teams to debug, test, and resolve issues. As a Cloud Technical Account Manager, you will also identify new solutions and offerings to address customer needs and generate new leads. The successful candidate must live near a major airport.
Primary job responsibilities
Gain understanding of customers' technical infrastructure, hardware, and products
Perform technical reviews and share knowledge with customers to proactively identify and prevent issues
Serve as the customer's advocate within Red Hat
Collaborate with internal engineering, R&D, product management, and technical support teams to develop solutions for customers
Deliver key enterprise cloud product and solutions portfolio roadmap updates and assist customers with product upgrades
Perform initial or secondary investigation of support issues and respond to online and phone support requests
Be responsible for customer cases and maintain clear and concise case
Required skills
Bachelor's degree (U.S. or foreign equivalent) in a technology-related discipline like computer science, computer applications, or computer engineering
5 years of experience in the job offered or in a related role
4 years of experience with Linux or UNIX system administration
2 years of experience with web services like REST or SOAP
Willingness to travel 15% of the time within the Western region of the United States; all travel expenses will be covered by Red Hat
1 year of experience with the following
Utilizing Linux kernel and Linux file system
Working with at least two cloud technologies like Red Hat OpenStack Platform, Red Hat OpenShift, Red Hat Virtualization, Red Hat CloudForms Cloud Engine and System Engine, Red Hat Subscription Manager, and Red Hat Network
Analyzing and debugging application issues at the language level, including code development, code review, and stack traces
Managing multiple customer accounts and working multiple support issues as well as
internal projects
Managing and growing existing enterprise customer and partner relationships by delivering high-quality support
Working with databases, such as MySQL, PostgreSQL, or MongoDB
Delivering technical discussions to customers pertaining to support issues or specific product details
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.

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