Senior Technical Account Manager

About the Job

The Senior Technical Account Manager (STAM) provides leadership and strategic direction for key accounts and is responsible for working independently to lead complex projects, and provide expert technical guidance to customers, and leading the resolution of varied and non-routine complex technical issues. This role exercises independent judgment and creative solutioning to ensure customer success. The STAM may coordinate the activities of other team members (team lead) to ensure successful completion of projects and assignments. This role is responsible for mentoring and providing guidance and advice to new team members. The STAM proactively develops and maintains strategic relationships with key customer stakeholders, serving as a trusted advisor and technical leader. This position contributes to overall business growth by driving customer satisfaction and retention.

Lead complex technical troubleshooting and problem resolution efforts for critical customer issues.

Develop and deliver technical tutorials and workshops to customers and internal teams.

Proactively identify and address technical risks and opportunities within customer environments.

Collaborate with sales and product management teams to develop and support the implementation of customer solutions.

Serve as a technical mentor and coach for junior team members.

Contribute to the development of new support tools and processes.

Lead internal initiatives to improve team performance and customer satisfaction.

Identify and drive initiatives to improve service delivery processes.

May be required to work on customer site and connect to customer systems.

What You'll Do

Perform technical reviews & share knowledge to proactively identify & prevent issues

Understand your customers' technical infrastructures, hardware, processes, and offerings

Perform initial or secondary investigations and respond to online and phone support requests

Deliver key portfolio updates and assist customers with upgrades

Manage customer cases and maintain clear and concise case documentation

Create customer engagement plans & keep documentation on customer environments updated

Ensure a high level of customer satisfaction with each qualified engagement through the complete adoption life cycle of our offerings

Engage with Red Hat's field teams, customers to ensure a positive platform & cloud technology experience and a successful outcome resulting in long-term enterprise success

Communicate how specific Red Hat platform & cloud solutions and our cloud road-map align to customer use cases

Capture Red Hat product capabilities and identify gaps as related to customer use cases through a closed-loop process for each step of the engagement life cycle

Engage with Red Hat's product engineering teams to help develop solution patterns based on customer engagements and personal experience that guide platform adoption

Establish and maintain parity with Red Hat’s platform & cloud technologies strategy

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 or process areas

Travel to visit customers, partners, conferences, and other events as needed

What You'll Bring

Bachelor's degree in science or a technical field; engineering or computer science

Competent reading and writing skills in English

Ability to convey information to customers in a clear and concise manner

Ability to effectively manage and grow existing enterprise customer and partner relationships by delivering best-in-class support

Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation

Upstream involvement in open source projects (patches submitted for upstream) is a plus

Indian citizenship or authorisation to work in India

Red Hat OpenStack Platform - RHOSP

Fundamental understanding of OpenStack, Container architecture, and administration experience across all working components

Deep understanding and troubleshooting skills on OpenStack core components.

Deployment and troubleshooting experience of OpenStack clusters on bare metal or non-bare metal environments.

Planning, Designing, and implementation of OpenStack products on various hardware.

Technical and Deep understanding of Ceph cluster storage and its functionalities.

Experience with Linux operating system installation, configuration, upgrade, and maintenance.

Red Hat OpenShift Platform - RHOCP

Experience in Red Hat OpenShift Container Platform (RHOCP) or Kubernetes or Docker cluster management

Understanding of RHOCP Architecture & different types of RHOCP installations

Experience in RHOCP Troubleshooting and data/logs collection

Strong working knowledge of Prometheus and Grafana open source monitoring solutions will be considered a plus

Administration experience of Red Hat OpenShift v4.x will be considered a plus

Competent comprehension of enterprise architecture and strategic business drivers

Direct experience with a variety of hardware vendors

LI-VG11

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.

Inclusion at Red Hat

Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas ca