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RedHat OpenStack Technical Account Manager - Central United States in United States

Job summary

The Red Hat Customer Success team is looking for an experienced, enterprise-level engineer to join us as an OpenStack Technical Account Manager in the central U.S. In this role, you'll partner with telecommunications customers to provide practical, technical, and architectural guidance for the Red Hat OpenStack Platform. At Red Hat, customer technical 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 business. Technical account management is a premium support offering that builds, maintains, and grows long-lasting customer loyalty between Red Hat and our customers. As an OpenStack 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 U.S. Central Time Zone are preferred; however, well-qualified engineers residing in other time zones will also be considered.

Primary job responsibilities

  • Perform technical reviews and share knowledge to identify and prevent issues

  • Gain an understanding of each customer’s 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

  • Establish and maintain parity with Red Hat's cloud technologies strategy

  • Engage with Red Hat's solutions engineering teams to help develop solution patterns, based on customer engagements, as well as personal experience, that promote 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 and when needed, to visit customers and attend events within the region

Required skills

  • 5+ years of experience in a support, development, engineering, or quality assurance organization

  • Advanced technical knowledge of OpenStack and its components

  • Advanced technical knowledge of the Linux file system and the Linux kernel

  • Understanding of the telco network landscape, including high-level knowledge of common network functions like vEPC, IMS, etc. and the advantages of network functions virtualization (NFV) infrastructure

  • 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 a focus on detail

  • Direct experience with a variety of hardware vendors

  • Experience in system management, cloud, or server virtualization is a plus

  • Experience in a technical leadership or mentorship role and experience with training and presentation delivery is a plus

  • Bachelor's degree in a technology-related discipline preferably in computer science or engineering is a plus

  • Red Hat Certified Engineer (RHCE) is a plus


About Red Hat

Red Hat (https://www.redhat.com/) is the world’s leading provider of enterpriseopen source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.


  • Comprehensive medical, dental, and vision coverage

  • Flexible Spending Account - healthcare and dependent care

  • Health Savings Account - high deductible medical plan

  • Retirement 401(k) with employer match

  • Paid time off and holidays

  • Paid parental leave plans for all new parents

  • Leave benefits including disability, paid family medical leave, and paid military leave

  • Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

Note : These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.

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.

Posting date 2 weeks ago (7/21/2021 7:25 AM)

Posting Location : Location Remote US KS

Job ID 87109