Job Description
About The Job
Red Hat's Public Sector Technical Services team is looking for an experienced, enterprise-level system engineer to join us as a dedicated Technical Account Manager (TAM) with industry experience in system automation. In this role, you'll work with a small set of key customers to provide hands-on technical and architectural guidance specifically for the Red Hat Ansible Automation Platform. You will provide a level of premium support that builds, maintains, and grows long-lasting customer loyalty by tailoring support for each of our customer's environments, facilitating collaboration with their other vendors, and advocating on their behalf.
Applicants within the U.S. Eastern Time Zone are preferred and U.S. citizenship is required to fulfill a government contract.
What You Will Do - Provide strategic guidance to customers, aligning their automation journey with Red Hat's product roadmaps. You'll facilitate the creation of an automation "community of practice" and assist in the implementation of new features like Event-Driven Ansible
- Develop relationships with key business and IT stakeholders and become an expert on customers’ Ansible implementations by understanding their top business goals and priorities
- Understand customers' technical infrastructure, hardware, processes, and products to provide custom guidance and promote common practices for the Ansible Automation Platform
- Deliver key portfolio updates and assist customers with product upgrades of the Ansible platform
- Inform customers of technology changes or potential disruptions to their service and advise them on mitigation strategies, with a focus on improving uptime and mitigating risk
- Perform initial or secondary investigations and respond to online and phone support requests specifically related to Ansible
- Troubleshoot technical issues and guide issue escalation with Red Hat and customer teams, acting as a critical bridge between the customer and Red Hat's internal engineering teams
- Provide advice and guidance to customers about their current and future use of Red Hat’s offerings to optimize operations and accelerate time-to-value
- Perform technical reviews and share knowledge to proactively identify and prevent issues, with a focus on security and operational efficiency
- Manage customer cases and maintain clear and concise case and customer documentation; craft customer engagement plans
- Build a sense of trust with customers and serve as their advocate within Red Hat
- Engage with Red Hat engineering teams to help develop solutions, based on customer engagements, as well as personal experience, that guide platform adoption
- Ensure a high level of customer experience with each qualified engagement
- Analyze and present periodic reviews of operational performance to customer leadership
- Establish and maintain parity with Red Hat’s open hybrid cloud strategy, specifically as it relates to automation
- Deliver Ansible-tailored training and presentations, including custom on-site and virtual workshops, to customers’ staff to provide hands-on practice
- Travel, as necessary, to visit customers or internal events
What You Will Bring - Must be a U.S. citizen to fulfill government contract
- Prior experience in a support, development, engineering, or quality assurance organization
- Deep expertise and practical experience with the Red Hat Ansible Automation Platform and its concepts
- Excellent understanding of Linux and related technologies like, but not limited to, networking and storage
- Ability to handle multiple issues and projects, while maintaining a high attention to detail
- Ability to manage and grow existing enterprise customer relationships
- Excellent verbal and written communication skills in English, with the ability to explain complex information to customers clearly and concisely
- Willingness to pursue certifications like Red Hat Certified Engineer (RHCE)
- Good collaboration skills; experience working with internal as well as external resources
- Ability to learn new technologies quickly
- Efficient time management, as well as the ability to prioritize tasks according to their importance and urgency
- Ability to communicate effectively how Red Hat’s offerings align to customers’ needs and use-cases
The Following Will Be Considered a Plus - Bachelor's degree in a technology-related discipline, preferably computer science or engineering
- Red Hat Certified Engineer (RHCE) certification
- Previous practical experience with other Red Hat technologies like Red Hat Enterprise Linux (RHEL), Red Hat Satellite, and Red Hat OpenShift Container Platform
- Experience with cloud computing and different cloud providers like Microsoft Azure, Amazon Web Services (AWS), Google Cloud Platform (GCP), or IBM Cloud
The salary range for this position is $104,020.00 - $166,310.00. 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.
About Red Hat Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
Benefits - 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.
Inclusion at Red Hat Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
Equal Opportunity Policy (EEO) 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.
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Job Tags
Permanent employment, Full time, Contract work, Work experience placement, Work at office, Remote work, Flexible hours,