Technical Account Manager
4 days ago
**About the job**:
- The Red Hat Telco Team team is looking for an experienced, enterprise-level engineer to join us as an Telco Technical Account Manager in New Zealand. In this role, you'll partner with telecommunications customers to provide practical, technical, and architectural guidance for the Red Hat OpenShift/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 OpenShift/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.**What you will do**:
- Perform technical reviews and provide knowledge sharing to proactively identify and prevent issues
- Gain understanding of customer's technical infrastructure and environment, hardware, and/or products
- Perform initial or secondary investigation and respond to online and phone support requests
- Provide advice and guidance with customers on their current and future Red Hat products
- Manage customer cases and maintain clear and concise case documentation
- Serve as the customer advocate within Red Hat
- Manage and lead the customer escalation, coordinate with the backend team like L3/4 support and product engineering.
- Travel will be required to visit customers
**What you will bring**:
- Experience in a support, development, engineering, or quality assurance organization
- 2-5 years of Solid Unix / Linux Experience is required.
- Hands-on experience of OpenShift and OpenStack is an advantage.
- 2-3 year system of experience dealing with any Enterprise level virtualization / cloud technologies like Vmware/ Microsoft hypervisor / AWS / Google Cloud is preferred.
- Understanding of Telco / Public Cloud Architecture is preferred.
- Telco work specific to 5G/NFV/NFVi experience is an advantage.
- Ability to independently manage multiple projects while maintaining a high degree of detail
- Ability to work collaboratively in a fast paced environment
- Experience with successfully communicating to various levels of an organization using different mediums
- Effectively manage and grow existing Enterprise customer relationships by delivering proactive, relationship-based support
- Must have outstanding verbal and written communication skills
- Ability to convey complex information to customers in a clear and concise manner
- Red Hat Product certification is preferred
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