The Red Hat Global Customer Success (GCS) team is looking for an experienced, enterprise-level engineer to join us as a Senior Technical Account Manager in France. In this role, you will work with a small set of key customers to provide practical, technical, and architectural guidance for the Red Hat infrastructure portfolio.
At Red Hat, customer support includes far more than just break-fix solutions. You'll help our customers get industry-leading resources that will enable their technical environments to run efficiently so that they can focus on growing their business.
You'll offer a premium support offering that builds, maintains, and grows long-lasting customer loyalty between Red Hat and our customers. You'll forge relationships with your customers, develop a deep technical understanding of their Red Hat implementation, share technical best practices, and serve as a point of contact for any major incidents, managing customer expectations and communications to resolve such incidents.
As a Senior Technical Account Manager, you will tailor support for each customer environment, facilitate collaboration with their other vendors, and advocate on their behalf. At the same time, you will work closely with our Engineering, Research and Development (R&D), Product Management, and Global Support teams to debug, test, and resolve issues. You'll need to be able to work as part of a team, enjoy working hard, and be professional and dedicated to meeting and exceeding expectations and building relationships.
You'll also need to have excellent collaboration skills and ability to learn new technologies quickly and use your time efficiently. Successful applicants must reside in a country where Red Hat is registered to do business.
Primary job responsibilities
Develop relationships with key business and IT stakeholders and become an expert on customer implementations by understanding their top business goals and priorities
Perform technical reviews and share knowledge to proactively identify and prevent issues
Forewarn customers of technology changes or potential disruptions to their service and advise them on mitigation strategies
Provide advice and guidance to customers about their current and future Red Hat's offerings; troubleshoot technical issues and guide issue escalation with Red Hat and customer teams
Complete analysis and present periodic reviews of operational performance to customer leadership
Manage customer use cases and maintain clear and concise case documentation
Create customer engagement plans and keep the documentation on customer environments 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
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 our 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
5+ years of Linux or UNIX system administration experience
Technical knowledge of the Linux kernel and file system
Experience with system management, cloud, or server virtualization
Experience with enterprise cloud solutions including Platform-as-a-Service (PaaS) tools like Red Hat OpenShift, containers, Kubernetes, cloud management like Red Hat CloudForms, and IT automation like Red Hat Ansible Automation Platform
5+ years of experience working in a support, development, engineering, or quality assurance (QA) organization
Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
Outstanding written and verbal communication skills in French and English; ability to convey complex information to customers clearly and concisely
Competent comprehension of enterprise architecture and strategic business drivers
Ability to manage multiple issues and projects with focus on detail
Direct experience with a variety of hardware vendors
The following are considered a plus:
Experience working in DevOps environments
Bachelor's degree in a technology-related discipline, preferably in computer science or engineering
Red Hat Certified Engineer (RHCE) certification
Prior experience serving in a technical leadership or mentorship role
Experience with training and presentation delivery