The Technical Account Manager (TAM) delivers strategic technical and architectural guidance to key customers, enabling them to optimize their Red Hat infrastructure. This role cultivates strong relationships, develops deep technical expertise of customer environments and exercises good judgment to make informed decisions that impact customer success. The TAM is responsible for working independently with minimal instruction to resolve moderately complex technical issues. This role proactively coaches customers on best practices for utilizing Red Hat solutions, anticipates and mitigates potential customer challenges, serving as a trusted advisor and advocate for assigned accounts. The TAM demonstrates a solid understanding of customer business needs and technical environments, contributing significantly to customer success and retention.

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.

What you will be doing:

• Develop relationships with key business and IT stakeholders, and become an expert on your telecommunication customer's implementation of Red Hat's products and their relationship with the customer's environment, 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 advice on mitigation strategies.
• Troubleshoot technical issues and drive 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 the customer's environment updated
• Communicate how specific Red Hat cloud solutions and our cloud roadmap align to customer use cases
• Support your customer 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
• 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 (SME) and mentor for specific technical or process areas
• Partner closely with Red Hat Engineering, and Technical Support teams to debug, test, and resolve issues
• Engage with Red Hat's product engineering teams to help develop solution patterns, based on customer engagements, that drive platform adoption
• Engage with Red Hat's field teams, customers, and partners to ensure a positive cloud technology experience
• Travel, as necessary, to visit customers and attend events within the region

What you will do:

• 5+ years experience in a technical support, devops, consulting, development, engineering, or quality assurance organization
• Expertise with enterprise cloud solutions like Platform-as-a-Service (Red Hat OpenShift), cloud management (Advanced Customer Manager for Kubernetes), and IT automation (Ansible Automation Platform)
• Experience with Virtual Machine migrations
• Telecommunications or Service Provider industry experience
• 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 strategic business drivers
• Direct experience with a variety of hardware vendors

The following are considered a plus:

• Experience deploying applications in cloud environments and developing containerized applications
• Bachelor's degree in a technology-related discipline, preferably computer science or engineering
• Red Hat Certified Engineer (RHCE)
• Experience in a technical leadership or mentorship roles
• Experience with training and presentation delivery

The salary range for this position is $96,440.00 - $154,190.00. Actual offer will be based on your qualifications.

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat's compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience.