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About The Job The Red Hat Customer Success team for Europe, the Middle East, and Africa (EMEA) is looking for a Technical Account Manager, Platform to join us in Spain. In this role, you will provide personalized, attentive support and mentorship and...
About The Job

The Red Hat Customer Success team for Europe, the Middle East, and Africa (EMEA) is looking for a Technical Account Manager, Platform to join us in Spain. In this role, you will provide personalized, attentive support and mentorship and build high-value relationships with a small set of enterprise customers as you work to understand their IT infrastructures, internal processes, and business needs. You will ensure that our customers receive access to solutions that will enable their technical environments to run efficiently. You will have the opportunity to shape the future of our technology along with subject matter experts and developers in the open source community.

As a Technical Account Manager, your goal will be to build high-value relationships with customers through meeting their needs, creating long-lasting loyalty to Red Hat. You will work closely with internal teams like Support Delivery, Engineering, and Product Management. Depending on customer environments and needs, you will help our customers to cooperate with their other vendors and advocate on their behalf. As part of your onboarding process and further development process, you are expected to attend specific technology certifications like Red Hat Certified Engineer (RHCE), Red Hat OpenShift Container Platform, Red Hat OpenStack Platform, or Red Hat Ansible Automation Platform.

What You Will Do
  • Become a technical ambassador, working closely with a small number of customers using Red Hat platform offerings like Red Hat Enterprise Linux (RHEL), Red Hat Satellite, Red Hat Virtualization, etc.; develop relationships with key business and IT stakeholders, including customer managers and technical associates
  • Deliver key portfolio updates and assist customers with upgrades of our offerings; advise customers on technology changes, mitigation strategies, and potential disruptions to their service
  • Conduct technical investigations of customer issues to find the root causes and solutions on your own or through cooperation with fellow Red Hat associates and customer teams
  • Provide advice and guidance to customers about their current and future use of Red Hat's offerings
  • Perform technical reviews and share findings to proactively identify and prevent issues
  • Manage customer cases and maintain clear and concise case and customer documentation; create customer engagement plans
  • Handle customer escalations with Red Hat and customer teams
  • Build a sense of trust with customers and serve as their advocate within Red Hat
  • Engage with Red Hat's engineering teams to help develop solutions, based on customer engagements and personal experience, that will guide product adoption
  • Analyze and present periodic reviews of operational performance to customer leadership
  • Deliver trainings and presentations to customer associates
  • Travel, as necessary, to visit customers or attend internal events, following Red Hat's COVID-19 guidelines
  • Cooperate with third-party hardware and software vendors
What You Will Bring
  • Technical and customer-facing skills with the willingness to develop both
  • Prior professional experience in a support, development, engineering, or quality assurance (QA) team; technical and communication skills
  • Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience
  • Growth mindset and willingness to learn
  • Excellent verbal and written communication skills in English and Spanish; ability to explain complex informations, like aligning Red Hat's offerings with customer needs or use cases, in straightforward terms
  • Effective cooperation skills for working with internal and external associates; ability to manage internal and external communication and prioritize tasks according to their importance or urgency
  • Excellent understanding of the Linux kernel, shells, network stack, and Linux file systems
  • Experience with IT automation platforms like Red Hat Ansible Automation Platform and their concepts
  • Good knowledge of virtualization technologies and their concepts
  • Good knowledge of system management concepts
The Following Will Be Considered a Plus
  • Bachelor's degree in a technology-related disciplineRed Hat Certified Engineer (RHCE) qualification
  • Previous experience with Red Hat's technologies like Red Hat Enterprise Linux (RHEL), Red Hat OpenShift Container Platform, Red Hat OpenStack Platform, or Red Hat Ansible Automation Platform and Red Hat subscription management
  • Experience with system management and cloud or server virtualization
  • Scripting or programming experience in languages like Bash, C, or Python
  • Expertise in container technologies and their concepts
  • Experience working in Dev(Sec)Ops environments
  • Familiarity with source code management tools, like Git
  • Good understanding of continuous integration (CI) and continuous delivery (CD) concepts
  • Experience with cloud computing and different cloud providers like Microsoft Azure, Amazon Web Services (AWS), Google Compute Platform (GCP), or IBM Cloud
  • Experience with RPM-based Linux distributions
  • Prior experience working in a technical leadership or mentorship role
  • Critical situation management experience

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