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OpenStack Technical Account Manager - Telco NFV

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
The Red Hat Global Customer Success (GCS) team is looking for an experienced, enterprise-level engineer to join us as an OpenStack Technical Account Manager in the Western US. In this role, you'll work with Red Hat's telecommunication (Telco) customers to provide practical technical and architectural guidance for the Red Hat OpenStack Platform. At Red Hat, customer support includes far more than just "break-fix" solutions. Customers get industry-leading resources that enable their technical environments to run efficiently, so they can focus on growing their businesses. Technical account management is a premium support offering that builds, maintains, and grows long-lasting customer loyalty between Red Hat and our customers. As a Technical Account Manager, you'll provide personalized support and guidance, cultivating meaningful relationships with our customers as you seek to understand their IT infrastructures, internal processes, and business needs. You will tailor support 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 enterprise technical support teams to debug, test, and resolve issues quickly and effectively. Applicants residing in the Pacific or Mountain time zones are preferred; however, well-qualified applicants residing in the Central Time Zone or Midwestern states, will also be considered. Successful applicants must reside in a state where Red Hat is registered to do business.
Primary job responsibilities
Perform technical reviews and share knowledge to identify and prevent issues
Gain an understanding of customers' technical infrastructure and environment, hardware, and products
Partner closely with Red Hat's engineering, product management, and technical support teams to debug, test, and resolve issues
Perform initial or secondary investigations and respond to online and phone support requests
Support enterprise customers implementing automated and containerized cloud application platform solutions
Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
Establish and maintain parity with Red Hat's cloud technologies strategy
Engage with Red Hat's solution engineering teams to help develop solution patterns, based on customer engagements, as well as personal experience, that drive platform adoption
Engage with Red Hat's field teams, customers, and partners to ensure a positive cloud technology experience and a successful outcome resulting in long-term enterprise success
Communicate how specific Red Hat cloud solutions and our cloud roadmap aligns to customer use cases
Deliver key portfolio updates and help our customers successfully implement upgrades
Manage customer use cases and maintain clear and concise case documentation
Create customer engagement plans and keep the documentation on the customer's environment updated
Manage and grow customer relationships by delivering attentive, relationship-based support
Build a sense of trust with customers and serve as their advocate within Red Hat
Regularly contribute to the Red Hat knowledge base and share best practices with peers and colleagues
Participate in internal projects and initiatives and serve as a subject matter expert and mentor for specific technical or process areas
Travel, as necessary, to visit customers and attend events within the region
Required skills
Understanding of the Telco network landscape, including high-level knowledge of common network function (vEPC, IMS, etc.) and the advantages of NFV infrastructure
5+ years of experience in a support, development, engineering, or quality assurance organization
Ability to manage and grow existing enterprise customer relationships by delivering relationship-based support
Outstanding verbal and written communication skills; ability to explain complex information to customers clearly and concisely
Competent comprehension of enterprise architecture and strategic business drivers
Ability to manage multiple issues and projects with an eye for detail
Direct experience with a variety of hardware vendors
Advanced technical knowledge of OpenStack and its components
Advanced technical knowledge of the Linux file system and the Linux kernel
Understanding of enterprise-class applications like Oracle, Veritas, and SAP
The following are considered a plus:
Experience in system management, cloud or server virtualization
Bachelor's degree in a technology-related discipline, preferably computer science or engineering
Red Hat Certified Engineer (RHCE)
Prior experience in a technical leadership or mentorship role
Experience with training and presentation delivery
Prior experience working for a telecommunications operator or vendor primarily engaged in the Telco industry
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.
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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