Technical Account Manager

About the Job:
The Alps (Switzerland and Austrian) Technical Account management team is looking for an experienced, enterprise-level engineer to join us as a Technical Account Manager in Vienna, Zurich or remotely in Austria or Switzerland.

In this role, you will serve as a trusted advisor who will work with a small set of key strategic customers to provide practical technical and architectural guidance for the Red Hat OpenShift Container Platform. You will provide personalized, attentive, proactive support and mentorship to assigned strategic enterprise customers. You will establish high-value relationships with key stakeholders to understand their environment, including IT infrastructure, internal processes, and business requirements. You will share technical best practices and serve as a point of contact for any major incidents, managing customer expectations and communications to a resolution of such incidents. As a Technical Account Manager, you will work closely with our Engineering, 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 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 their time efficiently.

What you will do:
- 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- Perform technical reviews and share knowledge to identify and prevent issues- Gain an understanding of customer technical infrastructures and environments, hardware, and offerings- Create customer engagement plans and keep the documentation on customer environments updated-
- Perform initial or secondary investigations and respond to online and phone support requests- Partner closely with Red Hat's engineering, product management, and technical support teams to debug, test, and resolve issues- Regularly contribute to the Red Hat knowledge base and share best practices with peers and colleagues-
- Deliver key portfolio updates and help our customers successfully implement upgrades- Manage customer use cases and maintain clear and concise case documentation- 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’s cloud solutions and our cloud roadmap align with customer use cases- Travel, as necessary, to visit customers and attend events

What you will bring:
- 5+ years of experience working in customer 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 German 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 a focus on detail- Aptitude to learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms

The Following Are Considered a Plus:
- Experience with system management or cloud- Bachelor's degree in a technology-related discipline, preferably computer science or engineering- Prior experience working in a technical leadership or mentorship role- Experience with training and presentation delivery- Expertise with enterprise cloud solutions like Platform-as-a-Service (Red Hat OpenShift), containers, Kubernetes and IT automation (Red Hat Ansible Automation Platform)- Experience working in DevOps environments- Software engineering background; experience with RPM-based Linux and Java technologies- Good understanding on AI Platform- Experience with public cloud services like AWS, Azure, GCP etc.- Good understanding of continuous integration (CI) and continuous delivery (CD) concepts

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